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Team Manager
Báo lỗi
Lượt xem: 105
Ngày cập nhật: 10-12-2024
Địa điểm: Hồ Chí Minh
Ngành nghề: IT - Phần mềm Quản lý điều hành Công nghệ thông tin
Số lượng tuyển: 1 người
Vị trí: Trưởng nhóm
Mức lương: Thương lượng
Kinh nghiệm: 2 năm
Giới tính: Không yêu cầu
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Mô tả công việc
- 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 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.
Certification requirements:
- COPC Certified Coordinator preferred.
- High Performance Management Training.
- Six Sigma Yellow or Green Belt, or equivalent quality management certification preferred.
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 from 50 employees.
- Excellent speaking and writing in English.
- 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.
- Demonstrated problem-solving skills, strategic and analytical capabilities.
- Having experience/background in IT, Tech Support, high-tech projects is a big plus.
Quyền lợi công việc
- Monthly Salary (Basic + Allowance) is up to 2250 USD.
- Every 6-month bonus is up to 70% of the monthly salary.
- Insurances followed Vietnamese Labor Law.
- Activities: Birthday party, Employee engagement activities.
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Hạn nộp: 09-01-2025
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