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Operations Team Manager
3 months ago
SUMMARY:
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.
Team Mangers are responsible for schedule adherence and communication with customers on recovery issues, maintaining composure in critical situations and communicating well with both internal and external employees.
Responsibilities
- Acquire and update knowledge of Microsoft products, support offerings, and licensing structure on an ongoing basis
- Acquire and update knowledge of all Microsoft tools and associated working processes
- Manage CSRs
- Provide feedback & coaching to CSRs to improve service quality
- Assure compliance of metrics & procedures on behalf of CSRs
- Contingency Plan Implementation and Activation
- Monitor balance of workload and CSR availability
- Handle escalations from CSRs
- Review daily, weekly, monthly and quarterly operational reports
- Manage CSR readiness by communicating policies & procedures to the team
- Motivate CSRs and boost team morale
- Provide Improvement Action Plans, Feedback and reports to Microsoft
Certification requirements:
- COPC Certified Coordinator preferred
- High Performance Management Training
- Six Sigma Yellow or Green Belt, or equivalent quality management certification preferred.
Job Requirements:
- Have at least 1year experience in OM, Assistant Operations Manager or at least 2year experience in Supervisor role in BPO, Contact center industry.
- Experience in managing the size from 50 employees.
- Excellent speaking and writing in English.
- 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.
- Demonstrated problemsolving skills, strategic and analytical capabilities.
- Having experience/background in IT, Tech Support, hightech projects is a big plus.
Salary Package:
- Monthly Salary (Basic + Allowance) is up to 2250 USD.
- Every 6month bonus is up to 70% of the monthly salary.
- Insurances followed Vietnamese Labor Law.
- Activities: Birthday party, Employee engagement activities.
- Position promotion, salary increase once/year.
Salary:
Up to 53,000,000₫ per month
Experience:
Operation Manager: 2 years (required)
Customer Service: 1 year (required)
- BPO Company: 1 year (required)
Language:
- English (required)
Shift availability:
- Night Shift (required)
- Overnight Shift (required)
