Team Manager - Microsoft M365

Gigmo Solutions Pvt. Ltd is a fast-growing organization with global experience, having presence in several countries in the Americas, Europe, Africa, and Asia. Expertise in Spanish, Portuguese, French, Italian, German, and global English.  Gigmos aims to transform customer support domain by leveraging curated Gig workforce across the globe and using cutting edge AI technologies for increased support efficiency at reduced cost and enhanced flexibility. We are Microsoft Partner in providing technical support.

Website: https://Gigmos.com 

LinkedIn:https://www.linkedin.com/company/14543064 

Hardware Pre-requisites: - Laptop (min 16gb RAM), windows 11 pro, internet speed- 50 MBPS minimum Upload and Download

Designation- Team Manager- Operations

The Person

You demonstrate solid leadership and analytical skills, exhibit strong business acumen, as well as a commitment to productivity. You are a self-starter, go-getter, proactive and has the ability to learn and perform in a fast-paced environment.

You are dynamic, result oriented, has the ability to drive results through others, possess strong analytical and negotiation skills and excellent process orientation.

Role

•   You are required to manage team of frontline agents, technical lead and the client, create new solutions, leveraging and, where needed, adapting existing methods and procedures.

• Take care of the deliverables in terms of the KPIs (CSAT, Productivity, CVR, Attrition, Shrinkage)

•  Work closely with the management team to align customer support goals with overall business objectives.
• Monitor key performance indicators (KPIs) to ensure team goals and targets are met.
• You are required to understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change.
• Delegate tasks, set deadlines and oversee day to day operations.
• Providing timely feedback to team members and resolve issues.
• Create an open communication culture and an inspiring team environment.
• Provide guidance, training and mentoring to team members to improve the productivity.
• Identify and implement process improvements to enhance 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 overall customer experience.
• Should Recognize high performance and reward accomplishment.
• Reports should be promptly shared with management on timely basis.

Qualifications and Experience

• Graduate with minimum 4-6 years of Experience as Team Manager/ Team Lead in Technical Support Process or operations role.
• Should have good knowledge in MS office.
• 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.

Work Location-Permanent work from home.