Team Manager (BPO, Customer Service, Contact Center)

• 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.

• At least 2 years of experience in the same role or Assistant Operations Manager or 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.

Others: Working time: 9:00 AM – 6:00 PM, Monday to Friday. Flexibility with working shifts is required as part of managerial responsibilities.

• 90% contribution of the gross salary to social insurance.
• 20 days leave (12 days of annual leave and 8 days of sick leave)
• Full working equipment will be provided.
• Annual Health Checkup for employees who have worked for at least 6 months from the date of signing the official labor contract.
• Activities: Birthday party, Employee engagement activities.