Customer Service Team Manager

SUMMARY: 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. Team Mangers are responsible for schedule adherence and
communication with customers on recovery issues, maintaining composure in critical situations and
communicating well with both internal and external employees.
Responsibilities:
Acquire and update knowledge of Microsoft products, support offerings, and licensing structure on an
on-going basis.
Acquire and update knowledge of all Microsoft tools and associated working processes.
Manage CSRs
Provide feedback & coaching to CSRs to improve service quality.
Assure compliance of metrics & procedures on behalf of CSRs
Contingency Plan Implementation and Activation
Monitor balance of workload and CSR availability
Handle escalations from CSRs
Review daily, weekly, monthly and quarterly operational reports
Manage CSR readiness by communicating policies & procedures to the team.
Motivate CSRs and boost team morale.
Provide Improvement Action Plans, Feedback and reports to Microsoft.