bpo Customer Service team managerCông ty TNHH ITECHWX

pThe primary responsibility of Team Manager is to monitor and enhance the goal of quality support by providing individual coaching feedback and one-on-ones that focus on improving customer satisfaction and communication skills. Report to: Operations Manager Responsibility:• Acquire and update knowledge of Microsoft products, tools, associated working processes, support offerings, and licensing structure on an on-going basis.• Manage TLs, SMEs, Tech Engineers.• Provide feedback & coaching to TLs, SMEs to improve service quality• Assure compliance of metrics & procedures on behalf of the team.• Contingency Plan Implementation and Activation.• Monitor balance of workload and availability of the team.• Handle escalations from TLs.• Make and review daily, weekly, monthly, and quarterly operational reports.• Manage readiness training by communicating policies & procedures to the team.• Motivate and boost team morale to achieve KPI targets.• Provide Improvement Action Plans, Feedback and reports to Microsoft./p