重庆招聘

Job Category: Customer Service & Support
Location: China, Shanghai
Job ID: 780985
Division: Services & Support

Job Role & Responsibilities

Ongoing Vendor Performance Management
- Act as the hub to bring resources (Readiness, Quality, Mission Control, etc.) together to achieve Microsoft’s objectives through the vendors’ performance.
- On a day to day basis, monitors the vendors’ performance, activities, and initiatives.
- SDM ensures implementation of the Quality Management Framework at the vendor and ensures that each vendor adheres to it.
- Conducts regular site visits to each vendor.
- Provides proper guidance and training to vendors, as needed, by utilizing support resources (Readiness, Quality, Mission Control, etc.).
- Uses the Quality Management Framework to perform detailed analysis of the key contact center metrics, drivers, routing accuracy, and customer satisfaction and develops recommendations for remediation, if necessary.
- Acts as the escalation point to both internal business groups and the vendor’s management team regarding performance issues.
- Conducts monthly business review meetings for the core management representatives at the vendor and internal stakeholders that highlights variances against operational metrics.
- Accountable for overall vendor performance. Ensures that vendors are achieving established metrics, and if not, puts action plans in place.
- Understands drivers of customer satisfaction and ensures that vendors analyze CSAT data and put action plans in place to improve CSAT scores.

Preparation and Planning
- Prepares vendor for new projects by providing an anticipated launch date, a hiring profile, an estimate of development work, a volume forecast, process maps, operations manual, and knowledgebase articles with a SME. Done by engaging the appropriate support pillars (MGO, Readiness, etc.)
- Collaborates with the MGO on vendor transitions, either ramp up or ramp down.
- Works with virtual team to implement Readiness Programs and Projects (that may include one or more of the following: processes, telecom solutions, requirements for tools, training, agent and customer-facing content (KB articles), reporting, quality assurance, and outsourcing.
- Communicates with vendor management to drive improvement of business performance, metrics, future strategy, etc.
- Ensures vendor is aware of Microsoft programs (new tools, support offerings, training, policies, etc.), and supports product/program/initiative launches.
- Provides updates to internal management on any changes or events that have a business impact at the vendor locations.
- Manage the delivery of the forecasting process and the achievement of the agreed accuracy targets for call volumes based on quarterly forecast process across agreed LOB’s


Strategic Contribution to CSS
- Plays an active role in evolving the Customer Service strategy with the Global Customer Service Leadership Team.
- Provides consulting to internal groups on efficient use of resources for new product/program/initiative launches, as well as by delivering business intelligence and actionable information back to the BGs.
- Serves as an advocate for the vendor to provide feedback to Microsoft to improve Microsoft business processes, tools, readiness or other support services.
- In conjunction with Microsoft Global Outsourcing (MGO), develops and implements a strategy for outsourcing new business to existing or new vendors (where appropriate).
- Consults with appropriate teams to make vendor selection decisions, including MGO.
- Reviews and approves the vendor invoices.
- Works with MGO to develop a fiscal year budget, including metrics, assumptions, etc.
- In conjunction with MGO, creates the agenda and content for the Operational Business Review three times a year to describe the state of the business to core management representatives at the vendor and internal stakeholders that highlights strategic areas for business improvement.

Qualifications
- Five to Eight years of call center operation management experience. Vendor management experience strongly preferred.
- Strong management skills and a demonstrated ability to drive the effective implementation and improvement of procedures and policies to support operational business requirements across regional and organizational boundaries. Quality Management Frameworks and experience in Six Sigma is preferred.
- Customer focused - collaborate as a business partner to listen, interpret and meet business needs.
- A demonstrated ability to communicate clearly and effectively (oral and written), establishes trust quickly, and creates win-win situations.
- Advanced skills to use spreadsheets and other desktop tools, e.g. Excel, Outlook, PowerPoint, Word, and various web-based and client/server applications.
- University degree with major in Business management or operations management.
- Experience working for a multinational and/or technology corporation.
- Process Imp
- Good collaboration across team (across countries is plus)
- Systematic problem solving and decision making capability

Microsoft is an equal opportunity employer and supports workforce diversity.

微软亚太区全球技术支持中心为个人用户、开发者、it专业人员到合作伙伴和企业级用户提供全方位、多元化的服务和技术支持。我们为微软所有上百个包括提供给企业级用户和个人用户的微软产品提供服务和技术支持。我们业务范围覆盖大中华区、亚太区、日本、美国、欧洲、中东、非洲；支持英语、普通话，粤语，泰语，韩语，北印度语 ，越南语，印度尼西亚语/马来语，塔加拉语等十种语言服务。通过直接与客户及合作伙伴联系，我们已经成为微软客户及合作伙伴体验（customer partner experience，cpe）的核心推动者，不断提升客户满意度。我们通过包括电话和在线等方式获得全球客户及合作伙伴的反馈，以此来不断完善策略、优化流程。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。