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