TopDev

BPO Customer Support Manager

iTechwx

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

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.

Benefits for you

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

Company

iTechwx

Industry

Dịch vụ IT

Company size

100-499

Nationality

United States

About us

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General information

Minimum year of experience

Level

Job Type

Contract type

Recruitment Progress

  • Round 1: Communication + English test
  • Round 2: Technical test

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