* Business management:
- Make sure the team meets MS KPI. - Make sure the team follows the compliance and security policies. - Offer non-technical training (including but not limited to business processes, case handling skills, telephone, and email skills, out-of-office processes, leave procedures, and demission procedures) to -help the new members to get familiar with the process and tools. - Review cases daily and find out the problems to make sure customer issues are well resolved. - Follow up on the progress of each case in time to ensure effective actions are taken. - Find out the root cause of cases that customers are not satisfied with and do the analysis to make improvement. - Participate in internal weekly and monthly Business Review Meetings to present operational results and action plans. - Collect data and create reports to meet business needs. * Managing Collaborative Activities:
- Collaborate on cross-group and cross-product issues by working with resources from other groups to solve customer problems. Help drive cases with the highest priorities by working with managers, engineers, and other stakeholders. - Work with Microsoft to get effective support on critical and complex issues. * Business Communication:
- Maintain good business relationships with customers. - Participate in customer-facing business review meetings to gather feedback and resolve issues. - Drive the negotiation, creation, execution and modification of business processes and procedures.
