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 skills & qualifications

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.