BPO Customer Service Team Lead

Responsibilities:
Business management:
• Make sure the team meets MS KPI.
• Make sure the team follows the compliance and security policies.
• Offer the non-technical training (including but not limited to business processes, case handling skills, telephone, and email skills, out of office processes, leave procedures, and demission procedures) to help the new members to get familiar with the process and tools.
• Review cases daily and find out the problems to make sure customer issues are well-resolved.
• Follow up on the progress of each case in time to ensure the effective actions are taken.
• Find out the root cause of cases that customers are not satisfied with and do the analysis to make improvement.
• Participate in internal weekly and monthly Business Review Meetings to present operational results and action plans.
• Collect data and create reports to meet business needs.
Managing Collaborative Activities:
• Collaborate on cross-group and cross-product issues by working with resources from other groups to solve customer problems. Help drive cases with the highest priorities by working with managers, engineers, and other stakeholders.
• Work with Microsoft to get effective support on critical and complex issues.
• Coach team members to work with internal teams to ensure the right individuals and resources are well-allocated.
• Provide team members with necessary support and assistance to keep team morale and ensure the smooth operation of the team.
Business Communication:
• Maintain good business relationship with customers.
• Participate in customer facing business review meetings to gather feedback and resolve issues.
• Drive the negotiation, creation, execution and modification of business processes and procedures.
• Offer the professional image towards Microsoft (Customers).