Customer Service Team Manager (BPO)
ITECHWX COMPANY LIMITED
12th Floor, Opal Tower 92 Nguyen Huu Canh Street, Ward 22, Binh Thanh District, Ho Chi Minh city, Vietnam
Hết hạn
Xóa tin
Chi tiết tuyển dụng
Mức lương:
Thỏa thuận
Khu vực:
Hồ Chí Minh
Chức vụ:
Nhân viên
Hình thức làm việc:
Toàn thời gian
Lĩnh vực:
Khác
Mô tả công việc
The primary responsibility of the Team Manager is to monitor and enhance thegoal of quality support by providing individual coaching feedback and one-on-ones that focus on improving customer satisfaction and communication skills. Team Managers are responsible for schedule adherence and communication with customers on recovery issues, maintaining composure in critical situations, and communicating well with internal and external employees
You will:
• Acquire and update knowledge of Microsoft products, support offerings, and licensing structure on an on-going 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 the 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.
You will:
• Acquire and update knowledge of Microsoft products, support offerings, and licensing structure on an on-going 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 the 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.
Quyền lợi được hưởng
1 lần 1 năm
,#12 ngày nghỉ phép năm, 8 ngày nghỉ ốm
,#Cung cấp laptop
,#12 ngày nghỉ phép năm, 8 ngày nghỉ ốm
,#Cung cấp laptop
Yêu cầu kỹ năng
Leadership, Customer Service, BPO Management
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