重庆招聘

Job # 1088301
Locations China, Shanghai
Job families Customer service & support
Teams Core Services Engineering

Do you have a passion for supporting and serving customers using Microsoft Consumer products? Do you enjoy working in a dynamic and fun environment? Do you enjoy big challenges, working with and learning from a high-performance team? The Customer Service & Support (CSS) Global Consumer Support Asia team is looking for a highly motivated Team Manager who understands the meaning of world-class customer service and support. We are looking for an experienced leader to manage the Outsource Vendors (Call Center) operations for the Asian Languages for Consumer Support Business. In this role, you will lead the assisted customer support experiences through our Outsourced Vendors and have a true impact on the consumer audience for Microsoft.



Responsibilities:

As the Senior Manager of Asia time zone, you will lead the customer support operations for Microsoft’s most exciting consumer products. Your prior experience in driving efficient and effective Outsource Vendor (Call Center) operations will help achieve consistent and repeatable customer experiences. As the leader of the Service Delivery operation, you will need to create the sourcing strategy, balance the right investments in the customer experience, manage a P&L, execute daily on creating superior customer experiences and ensuring KPI’s are met and/or exceeded. As a manager, lead your team WHI, ensuring that the team remains passionate and committed to the serving our valued consumer customers.



Primarily executing the operations through Outsourced Vendors, the successful candidate will need to build robust communications to ensure alignment between the strategic direction and business needs of the Consumer business. This role will effectively lead & grow their team to deliver world class support experiences for consumers across Asia markets via several support channels (phone, online & social) . This role will deliver record CPE results and efficiently manage an annual support budget including YoY optimizations to identify savings to invest in the future. Will also co-create strategies with internal partners to grow consumer loyalty and revenue (where applicable) across common customer scenarios (product & service sales, accounts & billing inquiries, installation and setup questions, and technical support interactions). Will drive Answer Desk support offering in the region, will also engage and partner with key subsidiaries and HQ counterparts (CPE Leads, peer support teams and other stakeholders as required) providing insight into the customer support experience.



Responsibilities will include but not be limited to:



Drive resolution of customer issues at the lowest level possible, as quickly as possible.

Lead operational efficiency and effectiveness. Ensuring operational metrics are met or exceeded.

Manage the assisted support call center P&L. Look for opportunities to drive efficiency, which can be reinvested in the customer experience.

Provide oversight and direction to 3+ Outsource Vendors.

Develop a strategy for support locations, while balance P&L impacts.

Balance resources (both Microsoft and external vendor resources) to enable projects and continuity of operations.



The ideal candidate has the following qualifications:

Required Competencies:

Excellent collaboration skills. You will need to leverage your staff, as well as several peer groups to effectively execute the needs of the role.

Strong combination of operational, strategic leadership and business capabilities.

Proven track record of achieving results in fast paced environment and managing remote teams.

Organizational agility and credibility - strong impact & influencer.

Ability to translate customer needs into an actionable plan

Prior management experience required and demonstrated ability to manage/supervise remote and diverse groups and organizations across a broad cultural background.

Experience in Account or Project Management.

Ability to maintain flexibility and openness to a rapidly changing environment

Exceptional representation abilities; open, confident communicator effective at senior levels of engagement (GM and VP levels).

Organizational agility and credibility - strong impact & influencer.

Strong working knowledge of and ability to interpret complex analysis, budgeting, and business information.

Previous experience and working knowledge of COPC, Six Sigma, and/or Quality Management Framework practices and procedures preferred

The chosen candidate will need to work well in a team environment, yet also be a responsible self-starter

Candidate will need to demonstrate considerable understanding of Microsoft products and internal company structure



Required Skills:

Excellent oral and written communication in English and one Asian language

Ability to travel and understanding of Asian Business Culture

5-10 years of global call center management experience in an outsourced environment.

A BA/BS degree in business, accounting, mathematics or related field.

Strong working knowledge of vendor selection and RFP processes.

Experience in consumer business and support/service operations at scale (high volume).

Demonstrated ability to manage large projects/programs.

Strong working knowledge of domestic and/or international outsourced business practices.

Proven ability to translate operational needs into a Statement of Work/Contracting instrument.



Preferred Qualifications:

Working knowledge of the COPC standard

PMP Certification



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。