Team Manager (BPO)

The primary responsibility of the 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. 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.

• Acquire and update knowledge of Microsoft products, support offerings, and licensing structure on an ongoing 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.

• Have at least 1 year of experience in OM, Assistant Operations Manager, or at least 2 years of experience in a Supervisor role in the BPO, Contact center industry.

• Experience in managing a team of 50 employees.

• Excellent speaking and writing in English.

• Experience in managing performance targets is desired.

• Proved ability to do stamping 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 skills.

• Demonstrated problem-solving skills, strategic and analytical capabilities.

• Having experience/background in IT, Tech Support, and high-tech projects is a big plus.