BPO Customer Support Manager

Expired

Job 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.

Job Requirements

• 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.