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Want to be part of reshaping the consumer support experience for Microsoft's consumer customers? Want to help customers get the most out of their devices and services and learn about the amazing Microsoft consumer product catalog? Then this is the right role for you!
You will collaborate and provide feedback to your counter Technical Advisor (at Microsoft) for scaling the support model and ensuring we are delivering a global model with a strong language focus. The role will also drive continuous improvement plan to support operational needs, cost efficiency, sales and improved customer experience with implementation of innovative initiatives or projects. You will partner on a regular basis with Technical Advisor (at Microsoft), Consumer Delivery organization and other groups including field stakeholdersas necessary to ensure good information, escalation flow and alignment of your operations. 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.Accountablefor 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 assignedsites meet conversion rate growth, increasing revenue, and gaining efficiency in the agent and customer experienceBe 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 thelocal Tech Coach activities to be operationally healthyBe an expert 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 environmentGreat 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 Microsoft 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
Please Apply here or send your Resume at the email mentioned.