Basic Info

Job Description

Team Leadership & Development:

• Lead a team of support engineers to consistently deliver high-quality technical assistance.
• Foster professional English communication across the team and facilitate training to enhance communication skills.
• Oversee hiring, onboarding, and ongoing development of engineers, ensuring all certifications and standards are met.
• Maintain proper staffing levels and manage shift coverage to ensure uninterrupted operations.

 

Operational Oversight:

• Implement systems and tools to monitor day-to-day activities and operational metrics effectively.
• Ensure service targets are met, particularly around response times, resolution rates, and first-contact resolution.
• Manage the configuration and upkeep of service hotline systems, including local U.S. numbers and related technical requirements.

 

Stakeholder & Client Management:

• Act as the primary contact for internal project teams, ensuring operational readiness and alignment with service expectations.
• Communicate with clients in English to address inquiries and maintain satisfaction levels.
• Deliver regular performance reports, including KPI tracking and operational insights, to management and stakeholders.

 

Quality Control & Process Improvement:

• Enforce quality assurance protocols to uphold service standards.
• Analyze recurring issues, service gaps, and client complaints to develop actionable solutions.
• Champion process optimization initiatives to enhance efficiency and performance.

 

Compliance & Reporting:

• Ensure all operations follow internal guidelines and legal regulations.
• Provide detailed reports on team performance, staffing, and incident resolutions.
• Proactively address and resolve any technical or operational issues to minimize service disruptions.

Job Requirements

• Bachelor’s degree in Business Administration, IT, or a related field.
• At least 5 years in an operations or team management role within a contact center or tech support setting.
• Strong technical knowledge of servers, storage systems, and IT troubleshooting.
• Excellent command of English (spoken and written); conversational Mandarin is required for coordination with Mandarin-speaking stakeholders.
• Proven leadership, communication, and problem-solving skills.
• Flexible availability to support a 24/7 operational environment with rotating shifts.