Team Manager/ Quản Lý Nhóm

Báo lỗi

☞ Công ty TNHH ITECHWX

Lượt xem: 142

Ngày cập nhật: 14-04-2024

Địa điểm: Hồ Chí Minh

Ngành nghề: Quản lý điều hành IT - Phần mềm 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: 14-05-2024

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