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Call Center Team Manager

1 month ago

Ho Chi Minh City, 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 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.

**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 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

**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