Primary role purpose and accountabilities include the following:
End to End issues that are impacting the customer experience and ability of the agents to resolve issues effectively. Report and hold cross functional teams accountable for helping to resolve those issues.Communicate progress or lack of progress of issues and their impacts within tracking programs (TFS or other).Train Tech Coaches and other floor resources to secure proper knowledge transfer, understanding and adherence.Accountable for Tech coaches ability to increase agent skills to drive towards the key metrics including CPE, FCR, Handle Time, and Sales. Accountable for ensuring Tech Coaches can handle supervisor customer requests and know when and how to approve exceptions to process.Holding Tech Coaches accountable for ensuring their agents delivery on the Microsoft Service Standards.Contribute to Microsoft strategic initiatives to deliver tangible improvements in customer experience, cost efficiency and revenue generation. Partner with cross functional teams to remove roadblocks and drive improvements to help assigned sites meet conversion rate growth, increasing revenue, and gaining efficiency in the agent and customer experience Be the voice of the agents to provide feedback on process, policy, new deployments, and site activities.In partnership with the supplier site manager; design, coordinate and support the local Tech Coach activities to be operationally healthyBe anexpert on assigned site bottom box drivers and partner with Delivery Excellence Performance Management team to represent the challenges and root causes.Provide weekly summary reports that include status updates on open issues/bugs, challenges, improvements, help needed, and overall progress/success.
Demonstrable skills in the following areas are critical:
Ability to secure knowledge transfer through adult TrainingAchieve results through influence with vendor stakeholdersDriving results in a highly dynamic operational environmentStrong ability to execute upon and drive for results in ambiguous environment Great communicating and collaboration skills with willingness to share best practices among other sites.
Qualifications: ? Strong track record of working within support or operationally focused organizations. ? A minimum of 5 years' experience in support. ? Deep insight/perspective into customer care/service experiences ? Experience with high volume consumer sales, devices, technical, or billing environments is highly preferred ? Ability to communicate effectively, and develop strong long term relationships ? Collaboration - Demonstrates effective cross-group collaboration skills ? Ability to grow relationships with strategic outsource partners who are committed to Microsoft and our customers ? Is a resourceful problem-solver, leveraging internal and external/partner resources to do what's right for our customers