Customer Servicer Team ManagerCông ty TNHH ITECHWX
Nơi làm việc: Hồ Chí Minh, An Giang
Ngành nghề: Tư vấn/ Chăm sóc khách hàng, Thư ký - Trợ lý, Kế toán, Hành chính - Văn phòng, Giao Dịch Khách Hàng, Bộ Phận Hỗ trợ
Lương: Thoả thuận
Hình thức: Toàn thời gian
Ngày đăng: 30/03/2024
Hạn nộp: 30/06/2024
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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
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
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
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Vị trí Customer Servicer Team Manager do công ty Công ty TNHH ITECHWX tuyển dụng tại Hồ Chí Minh, An Giang, Joboko tự động tổng hợp mức lương Thoả thuận, tìm thêm việc làm về Customer Servicer Team Manager hoặc công ty Công ty TNHH ITECHWX ở các link phía trên
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