Mô tả công việc
The primary responsibility of the 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 Managers are responsible for schedule adherence and communication with customers on recovery issues, maintaining composure in critical situations, and communicating well with internal and external employees.
YOU WILL:
• Acquire and update knowledge of Microsoft products, support offerings, and licensing structure on an ongoing 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 the 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.
Yêu cầu
• At least 2 years of experience in the same role or Assistant Operations Manager or a Supervisor role in the BPO, Contact center industry.
• Experience in managing a team of 50 employees.
• Excellent speaking and writing in English.
• Experience in managing performance targets is desired.
• Proved ability to do stamping 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 skills.
Quyền lợi
Chăm sóc sức khoẻ
90% contribution of the gross salary to social insurance.
Annual Health Checkup for employees who have worked for at least 6 months from the date of signing the official labor contract.
Nghỉ phép có lương
20 days leave (12 days of annual leave and 8 days of sick leave).
Máy tính xách tay
Full working equipment will be provided.
Xem thêm
Thông tin khác
NGÀY ĐĂNG
10/11/2025
CẤP BẬC
Trưởng phòng
NGÀNH NGHỀ
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng - Call Center
KỸ NĂNG
Communication Skills, Customer Satisfaction, Team Management
LĨNH VỰC
Phần Mềm CNTT/Dịch vụ Phần mềm
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Tiếng Anh
SỐ NĂM KINH NGHIỆM TỐI THIỂU
2
QUỐC TỊCH
Người Việt Nam
Xem thêm
Thông tin chung
- Thu nhập: 42tr-48tr ₫/tháng
Nơi làm việc
- Opal Tower, 92 Nguyen Huu Canh St., HCM City
Cách thức ứng tuyển
Ứng viên nộp hồ sơ trực tuyến bằng cách bấm nút Ứng tuyển bên dưới:
Hạn nộp: 10/12/2025
We are iTechwx, established in mid-2022, with 700 employees across 4 offices in Ho Chi Minh City and Ha Noi City. iTechwx dedicates the One-Stop Digital Transformation Service to our customers. Renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, Microsoft Office 365.
Our culture is built on the pillars of accountability, passion, and professionalism. With these...
Quy mô công ty
Từ 501 - 1000 nhân viên
