BPO Team Manager

Responsibilities:
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.
• Assure compliance of metrics & procedures on behalf of the team.
• Handle escalations from TLs.
• Acquire and update knowledge of Microsoft products, tools, associated working processes, support offerings, and licensing structure on an on- going basis.
• Contingency Plan Implementation and Activation.
• Manage TLs, SMEs, Tech Engineers.
• Make and review daily, weekly, monthly, and quarterly operational reports.
• Monitor balance of workload and availability of the team.
• 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.
• Provide feedback & coaching to TLs, SMEs to improve service quality
Requirements:
• Strong determination for KPI achievement.
• Disciplined and highly motivated to motivate and encourage the team for improvement.
• Excellent speaking and writing in English.
• 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.
• Proved ability to do staffing and scheduling.
• Having experience/background in IT, Tech Support, high- tech projects is a big plus.
• Experience in managing the size at least from 50 employees.
• Experience in managing performance targets desired.
• Demonstrated problem- solving skills, strategic and analytical capabilities.
• Project management experience, able to work independently on multiple concurrent initiatives.
• Excellent oral, written, and interpersonal communication skill.

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Productivity curve is not something steady and consistent as it depends on each person&039;s unique traits and preferences. At our company, as long as your team is in sync and your goal is hit, you can flexibly decide when you want to work.

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Ever feel stuck with your career? We don&039;t hire you simply because we needed to fill an empty slot. Together, we will help you shape and grow your career so you can progress further and rediscover your true sense of purpose at work.

In need of a laptop or certain devices specifically for work? It&039;s on us. We will provide the necessary tools that you need so you can focus on what you do best and get a job done.
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Every employee is an invaluable asset to any team; that&039;s why we want to help you grow. Level up your skills and expertise through our professional co- development programs with notable organizations. We will cover the cost.

Cập nhật gần nhất lúc: 2024-04-25 07:00:24