Working Experience3 year(s)
Foreign Language英语熟练
Job Desc<x>ription:
The role is primarily concerned with the day to day operational management of the 'English Technical Remote Support Team' (offshore call center supporting North America). It involves the supervision of a group of Technical Support Engineers (TSE) in meeting Customer Satisfaction and operational effectiveness goals. The Supervisor will be the initial interface for all employee related issues, coaching, goaling and performance/salary reviews. Also he/she will be assisting manager to complete offshoring transitions.
Main duties:
1. Holds responsibility for achievement of all statistical targets set by the management team
2. Complete Performance Goaling Documentation for all TSE on a yearly basis
3. Review and measure performance against goals and highlight non-performance
4. Resolve customer satisfaction issues / escalation using the resources, tools and systems available
5. Ensure all policies and procedures are accurate and up-to-date
6. Manage Availability and Utilization of resources
7. Responsible for developing staffs capability in terms of technical skills and soft skills, also service mindset and culture adaptability for serving customer in North America.
8. Interview/ Select candidates for open positions
