Call Center Team Manager ( BPO)

The 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.