Gigmo Solutions is hiring a Team Manager to lead technical support for our Microsoft M365 process. In this role, you will manage a team of frontline agents and technical leads, driving performance and ensuring deliverables meet key performance indicators while aligning customer support goals with our overall business objectives.
What You'll Do
- Manage a team of frontline agents, a technical lead, and maintain client relationships.
- Take ownership of deliverables in terms of KPIs, including CSAT, Productivity, CVR, Attrition, and Shrinkage.
- Monitor key performance indicators to ensure team goals and targets are met.
- Delegate tasks, set deadlines, and oversee day-to-day operations.
- Provide timely feedback, guidance, training, and mentoring to team members to improve productivity.
- Create an open communication culture and an inspiring team environment.
- Identify and implement process improvements to enhance team efficiency.
- Ensure high-quality customer service delivery that meets or exceeds customer expectations.
- Handle escalated customer issues and provide resolution in a timely and satisfactory manner.
- Collaborate with other departments to address customer concerns and improve the overall customer experience.
- Recognize high performance and reward accomplishment.
- Promptly share reports with management on a timely basis.
- Work closely with the management team to align customer support goals with business objectives.
- Understand strategic direction set by senior management, clearly communicate team goals and deliverables, and keep the team updated on change.
- Create new solutions, leveraging and adapting existing methods and procedures.
What We're Looking For
- A graduate with a minimum of 4-6 years of experience as a Team Manager or Team Lead in a Technical Support Process or operations role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to use data for decision-making.
- Familiarity with customer support software and tools.
- Problem-solving skills and the ability to handle escalated customer issues.
- Good knowledge of MS Office.
Technical Stack
- Microsoft M365
- MS Office
- Customer support software and tools
Team & Environment
You will manage a team of frontline agents and a technical lead, reporting directly to the management team. We operate in a global work mode.
Work Mode
This role operates in a global work mode.
Gigmo Solutions is an equal opportunity employer.
