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Call Center Team Manager

3 months ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Công Ty TNHH Itechwx Full time

Mô tả công việc:

(Mức lương:
Thỏa thuận)


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.


Report to:
Operations Manager

Responsibility:

  • Acquire and update knowledge of Microsoft products, tools, associated working processes, support offerings, and licensing structure on an ongoing 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.

Chức vụ:
Nhân viên/Chuyên viên

Hình thức làm việc:
Toàn thời gian

Quyền lợi được hưởng:

Monthly Salary (Basic + Allowance) is up to 2000 USD

Insurances followed Vietnamese Labor Law

Activities:
Birthday party, Employee engagement activities

Yêu cầu bằng cấp (tối thiểu): Trung cấp - Nghề

Yêu cầu công việc:


Have at least 1-year experience in OM, Assistant Operations Manager or at least 2-year experience in Supervisor role in BPO, Contact center industry.


  • Experience in managing the size at least from 50 employees.
  • Experience in managing performance targets desired.
  • Proved ability to do staffing 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 problemsolving skills, strategic and analytical capabilities.
  • Having experience/background in IT, Tech Support, hightech projects is a big plus.

Benefits:

  • Monthly Salary (Basic + Allowances)
  • Insurances followed Vietnamese Labor Law.
  • Activities:
Birthday party, Employee engagement activities.

  • Position promotion, salary increase once/year

Yêu cầu giới tính:
Nam/Nữ

Ngành nghề:
Chăm Sóc Khách Hàng,Kinh Doanh/Bán Hàng,Tư Vấn Bán Hàng

Trung cấp - Nghề
Không yêu cầu