![Công ty TNHH ITECHWX](https://i-vn2.joboko.com/images/logo/default/53.png)
Customer Servicer team manager
Công ty TNHH ITECHWXĐịa điểm làm việc: Hồ Chí Minh, An Giang
Hết hạn: 30/06/2024
- Chi tiết công việc
- Giới thiệu công ty
Mức lương: Thoả thuận
Loại hình: Toàn thời gian
Chức vụ: Nhân viên
Kinh nghiệm: 1 năm
Mô tả công việc
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.
Your role & responsibilities:
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.
Your role & responsibilities:
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.
Yêu cầu công việc
Have at least 1-year experience in Team Manager/Operation Manager/Assistant Operations Manager or at least 2-year experience in Team Leader/Supervisor role, prefer in BPO, Contact center industry.
Experience in managing large-size team
Experience in managing performance targets desired.
Proved ability to do stffing and scheduling.
Project management experience, able to work independently on multiple concurrent initiatives.
Strong determination for KPI achievement.
Disciplined and highly motivated to motivate and encourage the team for improvement.
Excellent oral, written, and interpersonal communication skill.
Excellent speaking and writing in English.
Demonstrated problem-solving skills, strategic and analytical capabilities.
Having experience/background in IT, Tech Support, high-tech projects is a big plus.
Experience in managing large-size team
Experience in managing performance targets desired.
Proved ability to do stffing and scheduling.
Project management experience, able to work independently on multiple concurrent initiatives.
Strong determination for KPI achievement.
Disciplined and highly motivated to motivate and encourage the team for improvement.
Excellent oral, written, and interpersonal communication skill.
Excellent speaking and writing in English.
Demonstrated problem-solving skills, strategic and analytical capabilities.
Having experience/background in IT, Tech Support, high-tech projects is a big plus.
Quyền lợi được hưởng
Performance Bonus
Social and Health insurance follow Vietnamese Law
Young & Dynamic Working Environment
International Culture
24/7 Insurance for Night-shift
Social and Health insurance follow Vietnamese Law
Young & Dynamic Working Environment
International Culture
24/7 Insurance for Night-shift
Thông tin khác
Cấp bậc
Trưởng/Phó phòng
Kinh nghiệm
3 năm
Số lượng tuyển
2 người
Hình thức làm việc
Toàn thời gian
Giới tính
Không yêu cầu
Trưởng/Phó phòng
Kinh nghiệm
3 năm
Số lượng tuyển
2 người
Hình thức làm việc
Toàn thời gian
Giới tính
Không yêu cầu
Nộp hồ sơ liên hệ
Công ty TNHH ITECHWX
Giới thiệu công ty
Xem trang công ty
Overview about iTechWX Vietnam
iTechWX Vietnam
Wicresoft is a global Chinese digital transformation service provider. It was established in 2002 as a joint-venture between Microsoft and the Shanghai Municipal Government, and is the number one joint venture company in China that Microsoft has...
iTechWX Vietnam
Wicresoft is a global Chinese digital transformation service provider. It was established in 2002 as a joint-venture between Microsoft and the Shanghai Municipal Government, and is the number one joint venture company in China that Microsoft has...
Quy mô công ty
Từ 10 - 25 nhân viên
Việc làm tương tự
Công Ty TNHH Global Job Center VIệt Nam
10 - 12 triệu VNĐ
11/07/2024
Hồ Chí Minh
CÔNG TY TNHH DỊCH VỤ GIAO NHẬN HÀNG HÓA THỜI GIAN
10 Tr - 12 Tr VND
25/07/2024
Hồ Chí Minh
Công ty TNHH Kohnan Việt Nam
Thoả thuận
22/07/2024
Hồ Chí Minh
CÔNG TY CỔ PHẦN TRUNG TÂM THƯƠNG MẠI LOTTE MART VIỆT NAM
Từ 15 - 25 triệu VND
12/07/2024
Hồ Chí Minh
CÔNG TY TNHH VẬN TẢI HẬU CẦN HÀNG KHÔNG VIỆT
Từ 6.000.000 đến 20.000.000 VND
06/07/2024
Hồ Chí Minh
hỗ trợ doanh nghiệp
Giải thưởng
của chúng tôi
Top 3
Nền tảng số tiêu biểu của Bộ
TT&TT 2022.
Top 15
Startup Việt xuất sắc 2019 do VNExpress tổ chức.
Top 10
Doanh nghiệp khởi nghiệp sáng tạo Việt Nam - Hội đồng tư vấn kinh doanh ASEAN bình chọn.
Giải Đồng
Sản phẩm công nghệ số Make In Viet Nam 2023.