Microsoft Dynamics Team ManagerTek Experts Vietnam
Ngành nghề: Tư vấn/ Chăm sóc khách hàng, IT phần mềm, Thống kê, Sản xuất / Vận hành sản xuất, Giao Dịch Khách Hàng, Dịch vụ
Lương: Thương lượng
Hình thức: Toàn thời gian
Ngày đăng: 15/03/2023
Hạn nộp: 13/04/2023
Vị trí công việc này hiện tại đã hết hạn nộp hồ sơ, bạn có thể tham khảo thêm một số công việc tương tự tại đây:
Mô tả công việc
** Overview:
The team manager has a pivotal role to ensure exceptional customer service is delivered through your team of support engineers. You will build, manage, and develop an end-to-end service operations team of 15-20 passionate professionals and be responsible for the overall performance of the team. Acting as a key business leader, you will be a key point of contact for customers, delivery teams, and senior management from both Tek Experts and Clients. You will also be the primary resource for coaching and development of your direct reports to further prepare them for their career journeys.
** Duties and responsibilities:
* Operational:
• Lead a customer support team of technical/non-technical individuals
• Provide feedback to the team, based on observations, feedback coming in from customers and stakeholders to ensure delivery of exceptional customer service
• Team Capacity Planning and Payroll Management including absences (sick, planned, holidays, overtime), timecard approvals and daily scheduling
• Act as a primary escalation point for operational issues in the team, contact point for our customer's delivery management
• Provide accurate and timely communication to all applicable parties on any customer support issues
• Attend regular operational and business review meetings
• Monitor and analyses specific KPIs to ensure proper delivery of the business
• Participate in reviewing processes and workflow to diagnose areas for improvement
• Build and send updated reports to management team (site manager, global operations manager, office manager, etc.) as required
• Ensure that the team has the correct actions in place (Service Improvement Plans) to correct under-performance or drive further improvement
• Ensuring appropriate systems are updated with CSAT/KPI analysis, coaching analysis and behavioral improvement efforts
• Contribute to Site development initiatives
*People:
• Coaching team members to support their personal development and promote a culture that encourages top performance and high morale
• Actively participate in attracting, retaining, and developing talent while driving culture and engagement initiatives
• Ensure a relevant training plan, processes, and tools are in place, providing career development planning and opportunities to all members of the team
• Key participant in the performance management process, looking after top talents - ensuring visibility of resource & succession planning.
• Encourage employee contribution through goal setting, feedback, and performance development planning
• Develop strong, trusting relationships with each team member. Recognize and celebrate strong individual and team performance
• Work with team members to create challenging & achievable goals while creating an atmosphere of success. Ensure employees know what is expected of them at work so that they can commit, deliver, and focus on what matters most
• Manage policy compliance
• Span of control ensuring the teams are well balanced with the right capacity to handle the work volume.
The team manager has a pivotal role to ensure exceptional customer service is delivered through your team of support engineers. You will build, manage, and develop an end-to-end service operations team of 15-20 passionate professionals and be responsible for the overall performance of the team. Acting as a key business leader, you will be a key point of contact for customers, delivery teams, and senior management from both Tek Experts and Clients. You will also be the primary resource for coaching and development of your direct reports to further prepare them for their career journeys.
** Duties and responsibilities:
* Operational:
• Lead a customer support team of technical/non-technical individuals
• Provide feedback to the team, based on observations, feedback coming in from customers and stakeholders to ensure delivery of exceptional customer service
• Team Capacity Planning and Payroll Management including absences (sick, planned, holidays, overtime), timecard approvals and daily scheduling
• Act as a primary escalation point for operational issues in the team, contact point for our customer's delivery management
• Provide accurate and timely communication to all applicable parties on any customer support issues
• Attend regular operational and business review meetings
• Monitor and analyses specific KPIs to ensure proper delivery of the business
• Participate in reviewing processes and workflow to diagnose areas for improvement
• Build and send updated reports to management team (site manager, global operations manager, office manager, etc.) as required
• Ensure that the team has the correct actions in place (Service Improvement Plans) to correct under-performance or drive further improvement
• Ensuring appropriate systems are updated with CSAT/KPI analysis, coaching analysis and behavioral improvement efforts
• Contribute to Site development initiatives
*People:
• Coaching team members to support their personal development and promote a culture that encourages top performance and high morale
• Actively participate in attracting, retaining, and developing talent while driving culture and engagement initiatives
• Ensure a relevant training plan, processes, and tools are in place, providing career development planning and opportunities to all members of the team
• Key participant in the performance management process, looking after top talents - ensuring visibility of resource & succession planning.
• Encourage employee contribution through goal setting, feedback, and performance development planning
• Develop strong, trusting relationships with each team member. Recognize and celebrate strong individual and team performance
• Work with team members to create challenging & achievable goals while creating an atmosphere of success. Ensure employees know what is expected of them at work so that they can commit, deliver, and focus on what matters most
• Manage policy compliance
• Span of control ensuring the teams are well balanced with the right capacity to handle the work volume.
Yêu cầu công việc
• Bachelor's Degree or other business degree
• Certification in a specified supported technology and/or application; Professional IT Certifications (CCNP, MSCE) or ITIL Certification will be an advantage
• 2+ years of people management experience in the customer service field
• Experience in supporting cloud-based technologies
• Relevant hands-on experience with sector related technologies/ applications
• High management and service delivery skills with the ability to handle complex situations.
• Excellent communication and collaboration skills with both reports and senior leaders along with executive level stakeholders
• Experience with data analysis and reporting
• Experience with process improvement; quality measures and analysis
• Problem solving and escalation management
• Understanding of cloud computing technologies, or emerging technology trends
• Intermediate level of fluency in English is essential, both written and oral
• Certification in a specified supported technology and/or application; Professional IT Certifications (CCNP, MSCE) or ITIL Certification will be an advantage
• 2+ years of people management experience in the customer service field
• Experience in supporting cloud-based technologies
• Relevant hands-on experience with sector related technologies/ applications
• High management and service delivery skills with the ability to handle complex situations.
• Excellent communication and collaboration skills with both reports and senior leaders along with executive level stakeholders
• Experience with data analysis and reporting
• Experience with process improvement; quality measures and analysis
• Problem solving and escalation management
• Understanding of cloud computing technologies, or emerging technology trends
• Intermediate level of fluency in English is essential, both written and oral
Quyền lợi được hưởng
Top office in a central location
Excellent working conditions, casual atmosphere, and state-of-the-art hardware
Excellent remuneration package
Excellent working conditions, casual atmosphere, and state-of-the-art hardware
Excellent remuneration package
Thông tin khác
Ngày Đăng Tuyển
14/03/2023
Cấp Bậc
Trưởng phòng
Ngành Nghề
Dịch vụ khách hàng
, IT - Phần mềm
, IT-Phần cứng/Mạng
Kỹ Năng
Technical Support, Software, IT Operations, ERP, Microsoft
Ngôn Ngữ Trình Bày Hồ Sơ
Bất kỳ
14/03/2023
Cấp Bậc
Trưởng phòng
Ngành Nghề
Dịch vụ khách hàng
, IT - Phần mềm
, IT-Phần cứng/Mạng
Kỹ Năng
Technical Support, Software, IT Operations, ERP, Microsoft
Ngôn Ngữ Trình Bày Hồ Sơ
Bất kỳ
Nộp hồ sơ liên hệ
Tek Experts Vietnam
Giới thiệu công ty
Tek Experts Vietnam việc làm
54 P. Liễu Giai, Ngọc Khánh, Ba Đình, Hà Nội.
Quy mô: Từ 501 - 1000 nhân viên
Việc làm tương tự
[HN - Nam Từ Liêm] Chuyên viên Chăm sóc Khách hàng
CÔNG TY CỔ PHẦN JOBOKO TOÀN CẦU
8 triệu - 9 triệu VNĐ
Hà Nội
24/07/2024
Nhân viên chăm sóc khách hàng/resale (Không yêu cầu kinh nghiệm, thử việc 1 tháng)
Công Ty Cổ Phần Onegroup
10 triệu - 20 triệu VNĐ
Hà Nội
03/07/2024
Nhân Viên Bán Hàng Mỹ Phẩm Xoay Ca Full-Time
Kedma Vietnam - Công ty Cổ phần OJRT Beauty
Thu nhập từ 10 triệu - 30 triệu VNĐ
Hồ Chí Minh, Đà Nẵng, Đồng Nai
17/07/2024
Nhân Viên Tư Vấn Telesales Sẵn Data - Quận 2
CÔNG TY CỔ PHẦN PHÂN PHỐI & THƯƠNG MẠI SKYLINK RETAIL
Lương cứng 6 triệu + Hoa hồng cam kết không dưới 3 triệu/tháng
Hồ Chí Minh
04/07/2024
Chief Marketing Officer
CÔNG TY TNHH THỜI TRANG VÀ MỸ PHẨM ÂU CHÂU (ACFC)
Thỏa thuận
Hồ Chí Minh
04/08/2024
Customer Service Team Leader
CÔNG TY TNHH CITYCLINIC VIỆT NAM - CAREPLUS INTERNATIONAL CLINIC
Thoả thuận
Hồ Chí Minh
04/07/2024
Vị trí Microsoft Dynamics Team Manager do công ty Tek Experts Vietnam tuyển dụng tại , Joboko tự động tổng hợp mức lương Thương lượng, tìm thêm việc làm về Microsoft Dynamics Team Manager hoặc công ty Tek Experts Vietnam ở các link phía trên
Giới thiệu công ty
Tek Experts Vietnam việc làm
54 P. Liễu Giai, Ngọc Khánh, Ba Đình, Hà Nội.
Quy mô: Từ 501 - 1000 nhân viên