BPO Customer Support Manager

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.

• 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.

• Have at least 1-year experience in Team Manager/Operation Manager/Assistant Operations Manager or at least 2-year experience in Team Leader/Supervisor role, prefer in BPO, Contact center industry.


• Experience in managing large-size team


• Experience in managing performance targets desired.


• Proved ability to do stffing 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.

• Performance Bonus
• Social and Health insurance follow Vietnamese Law
• Young & Dynamic Working Environment
• International Culture
• 24/7 Insurance for Night-shift
• Annual Health Check-up

Cập nhật gần nhất lúc: 2024-05-13 03:25:03