Senior Customer Service Manager (BPO)

Leadership
- Manage Customer Service and Support Contact Center operation.
- Provide feedback & coaching to the Team Manager.
- Power to impact and influence – gain support from others to achieve the desired outcome.
People Management
- Provide Action Plans for Improvements and reports.
- Motivate Team Managers to achieve the KPI targets.
- Identify strengths and weaknesses to help operational and professional development.
Strategic Differentiator
- Proactively define and promote new strategies and improvements to existing processes and policies that will benefit Microsoft costs and Microsoft Customers' quality of service.
Change Management
- Effectively adapt and encourage employees to support changes.
Set goals and expectations
- Contingency Plan Implementation and Activation.
- Assure compliance of metrics & procedures.
- Monitor customer request volumes vs. Customer Service Professional availability.
- Present monthly operational reports.
Communication
- Communicate policies & procedures to Team Managers to ensure performance results
Cross Group Collaboration
- Partner with individuals or organizations to increase the satisfaction of our Customers to benefit Microsoft.
Drive Results
- Apply strategic thinking to focus on the results and goals to achieve with end Customers

90% contribution of the gross salary to social insurance.
Annual Health Checkup.
,#12 days of annual leave, and 8 days of sick leave.
,#Activities: Birthday party, Employee engagement activities.
,#Monthly Salary (Basic + Allowance) is up to 53.000.000 VND.
Salary at 100% during the probationary period.
30% allowance on gross salary PVI insurance + 500,000 VND food allowance for employees working night shifts (10 PM -6 AM)
Full working equipmen

Contact Center Management, Technical Support, People Management