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iTechwx

Conquer the Everest, Together with iTechwx

Địa Điểm

12th Floor, Opal Tower 92 Nguyen Huu Canh Street, Ward 22, Binh Thanh District, Ho Chi Minh city, Vietnam, Phường 22, Quận Bình Thạnh, Thành phố Hồ Chí Minh

The Sun Avenue 28 Mai Chí Thọ, An Phú, Quận 2, Phường An Phú, Thành phố Thủ Đức, Thành phố Hồ Chí Minh

19-21 Tân Cảng, Vista Building, Phường 25, Quận Bình Thạnh, Thành phố Hồ Chí Minh

Quy Mô Công Ty

500-999 nhân viên

Ngành Nghề

Quốc Tịch Công Ty

United States

BPO Customer Support Manager

Expired

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.

Trách nhiệm công việc

  • 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.

Kỹ năng và chuyên môn

  • 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.

Địa điểm

Thành phố Thủ Đức, Hồ Chí Minh

Cấp bậc

Trưởng phòng

Số năm kinh nghiệm

1 năm

Loại hình

Quy trình phỏng vấn

  • Vòng 1

    Communication + English test

  • Vòng 2

    Technical test

Phúc lợi dành cho bạn

Performance Bonus<br>Social and Health insurance follow Vietnamese Law<br>Young & Dynamic Working Environment<br>International Culture<br>24/7 Insurance for Night-shift<br>Annual Health Check-up

Expired