Team Manager(职位编号：821129)
微软全球技术支持中心 （APGC CSS）
- 公司规模：500-1000人
- 公司行业：计算机软件
职位信息
- 发布日期：2013-05-14
- 工作地点：无锡
- 招聘人数：1
- 工作经验：八年以上
- 学历要求：本科
- 职位类别：项目经理
职位描述
Job ID 821129
Location China, Wuxi
Job Category Customer Service & Support
Division Services & Support
DEPARTMENT: Online Services Support (OSS), APGC Customer Services and Support (APGC CSS)
IMMEDIATE SUPERVISOR: Online Services Support Director
Location: Wu Xi China
JOB SUMMARY
IT pro email support and forum escalation team is the team that plays important role in the MS community strategy. This team not only delivers Email based support to English customers of Microsoft who uses SA offering, but also is the go to team when the questions asked in the forum needs more technical depth.
This team manager position is responsible for supervising and enhancing the team performance of the team, located in Wuxi, Jiangsu, APGC OSS. The Team Manager will be accountable for monitoring and enhancing the team performance in the categories such as customer and partner satisfaction, working efficiency and productivity, and key projects and initiatives. Furthermore, the Team Manager will be accountable for employee satisfaction and employee development by setting clear directions to team, building a good team culture, providing effective job coaching and career coaching, driving employee growth on technical and professional capability , supporting employee individual career development, and recognizing top performers and team contributors. The Team Manager will need to collaborate with the stakeholders within and out of CSS organization to drive customer and partner satisfaction through support service, value and impact to Microsoft through projects, and industry relationship through industry partnership.
MAIN RESPONSIBILITIES
1. Be accountable for team performance on customer technical support, including CPE, team utilization, TMPI, and all the other KPIs. Address the issues in team operations, processes and tools through business analysis and drive for the solutions to improve. Also collaborate with peer support team, premier team, customer service team, and outsourcing vendor team to drive optimization on support operations.
2. Be accountable for the success of key projects and initiatives.
3. Drive the team innovations and proactive services.
4. Collaborate with regional program manager to drive the partnership with Microsoft counterparts and with industry partners.
5. Be accountable for people management, including commitment setting and performance assessment, effective coaching on individual performance, optimizing team resource, employee career development planning and executions, team culture building and employee motivation, employee recognition through different rewards, and efficient hiring.
6. Collaborate with management team to drive projects and initiatives.
QUANLIFICATION
1. 8 years or more team management related working experience. Have IT industry insights and connections.
2. Have project/program management experience. Have more than 5 years’ service team management experience.
3. Bachelor or Master Degree of IT related majors.
Microsoft is an equal opportunity employer and supports workforce diversity.
Location China, Wuxi
Job Category Customer Service & Support
Division Services & Support
DEPARTMENT: Online Services Support (OSS), APGC Customer Services and Support (APGC CSS)
IMMEDIATE SUPERVISOR: Online Services Support Director
Location: Wu Xi China
JOB SUMMARY
IT pro email support and forum escalation team is the team that plays important role in the MS community strategy. This team not only delivers Email based support to English customers of Microsoft who uses SA offering, but also is the go to team when the questions asked in the forum needs more technical depth.
This team manager position is responsible for supervising and enhancing the team performance of the team, located in Wuxi, Jiangsu, APGC OSS. The Team Manager will be accountable for monitoring and enhancing the team performance in the categories such as customer and partner satisfaction, working efficiency and productivity, and key projects and initiatives. Furthermore, the Team Manager will be accountable for employee satisfaction and employee development by setting clear directions to team, building a good team culture, providing effective job coaching and career coaching, driving employee growth on technical and professional capability , supporting employee individual career development, and recognizing top performers and team contributors. The Team Manager will need to collaborate with the stakeholders within and out of CSS organization to drive customer and partner satisfaction through support service, value and impact to Microsoft through projects, and industry relationship through industry partnership.
MAIN RESPONSIBILITIES
1. Be accountable for team performance on customer technical support, including CPE, team utilization, TMPI, and all the other KPIs. Address the issues in team operations, processes and tools through business analysis and drive for the solutions to improve. Also collaborate with peer support team, premier team, customer service team, and outsourcing vendor team to drive optimization on support operations.
2. Be accountable for the success of key projects and initiatives.
3. Drive the team innovations and proactive services.
4. Collaborate with regional program manager to drive the partnership with Microsoft counterparts and with industry partners.
5. Be accountable for people management, including commitment setting and performance assessment, effective coaching on individual performance, optimizing team resource, employee career development planning and executions, team culture building and employee motivation, employee recognition through different rewards, and efficient hiring.
6. Collaborate with management team to drive projects and initiatives.
QUANLIFICATION
1. 8 years or more team management related working experience. Have IT industry insights and connections.
2. Have project/program management experience. Have more than 5 years’ service team management experience.
3. Bachelor or Master Degree of IT related majors.
Microsoft is an equal opportunity employer and supports workforce diversity.
公司介绍
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。
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。