Location: Shanghai

Description:

The Consumer Support department in Asia Pacific & Greater China (APGC) Customer Service and Support (CSS) is seeking an experienced Group Manager to manage and mentor the APGC Service Delivery and Partner Technical teams for Consumer Technical Support, whom owns the delivery of end to end technical support to our Consumer customers.

The Group Manager will be accountable of the day to day operation of the service delivery, meeting the customer satisfaction targets and ensure cost efficient delivery from our Outsource Vendors. In addition, the Group Manager will take part in strategic planning together with the Director of Consumer Support organization and define the tactical execution plans defined world-wide by the Consumer Support Leadership team.

Key Responsibilities:

§ Manager and Mentor the Service Delivery Managers/Leads and Partner Technical Leads located in China, Korea and Malaysia
§ Execute against Operational Key Performance Indicators and Quality of Service targets
§ Lead efforts together with the Service Delivery team and Outsource Vendors on driving operational efficiencies in the service delivery to gain faster resolution times to our customers and decrease cost for Microsoft
§ Develop, Own and Manage the Service Delivery budget and quarterly re-forecasting process comprising of volume and internal driven costs, with a target of 0-5% savings to budget
§ Partner with the Microsoft Global Outsourcing (MGO) team to establish and/or manage statements of work as well as conduct monthly and quarterly business reviews
§ Develop Outsource Service Delivery execution strategies that meet Consumer Support strategic objectives

Key Characteristics & Qualifications:

§ Minimum of 5-7 years of demonstrated work experience in a call center and/or operational support environment, including customer service management and/or technical support with e-mail, chat and telephony solutions in a large inbound contact center
§ Bachelor’s Degree holder (B.S./B.A.) added advantage with Six Sigma and/or COPC knowledge
§ Prior management experience required and demonstrated ability to manage/supervise diverse groups
§ Experience in Account or Project Management
§ Strong understanding of Outsource business, either Customer Service, Consumer Support or Commercial Technical Support
§ Ability to translate customer needs into an actionable plan
§ Strong working knowledge of international, LCLM, and/or contact center business practices
§ Demonstrated ability to manage large projects/programs
§ Ability to interpret complex analysis, budgeting, and business information
§ Strong demonstrated ability to write, speak and present information effectively and persuasively across communication settings
§ Previous experience and working knowledge of COPC, Six Sigma, and/or Quality Management Framework practices and procedures preferred
§ Ability to maintain flexibility and openness to a rapidly changing environment
§ Travel required - between 10% to 25% of the time
§ 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
§ Candidate must be able to work efficiently with minimal oversight
§ Must demonstrate problem-solving abilities, particularly when confronted with time-sensitive issues that require collaborative evaluation and resolution across multiple team boundaries