Customer Service Team Leader (BPO, Call Center)

You will: Business management: • Make sure the team meets MS KPI. • Make sure the team follows the compliance and security policies. • Offer non-technical training (including but not limited to business processes, case handling skills, telephone, and email skills, out-of-office processes, leave procedures, and demission procedures) to help the new members to get familiar with the process and tools. • Review cases daily and find out the problems to make sure customer issues are well resolved. • Follow up on the progress of each case in time to ensure effective actions are taken. • Find out the root cause of cases that customers are not satisfied with and do the analysis to make improvement. • Participate in internal weekly and monthly Business Review Meetings to present operational results and action plans. • Collect data and create reports to meet business needs. Managing Collaborative Activities: • Collaborate on cross-group and cross-product issues by working with resources from other groups to solve customer problems. Help drive cases with the highest priorities by working with managers, engineers, and other stakeholders. • Work with Microsoft to get effective support on critical and complex issues. Business Communication: • Maintain good business relationships with customers. • Participate in customer-facing business review meetings to gather feedback and resolve issues. • Drive the negotiation, creation, execution and modification of business processes and procedures.