Bpo Customer Service Team Manager

2 weeks ago

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

**Mô tả công việc**:
(Mức lương: Thỏa thuận)pThe 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 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./p
**Chức vụ**: Trưởng nhóm/Trưởng phòng

**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**:
pHave 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 problem-solving skills, strategic and analytical capabilities. Having experience/background in IT, Tech Support, high-tech 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/p
**Yêu cầu giới tính**: Nam/Nữ

**Ngành nghề**: Chăm Sóc Khách Hàng,Hành chính Văn phòng,Hành Chính/Văn Phòng

Trung cấp - Nghề
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