Bpo Customer Service Team Lead

3 weeks ago

Ho Chi Minh City, Vietnam Công Ty TNHH Itechwx Full time

**Mô tả công việc**:
(Mức lương: 30 - 35 triệu VNĐ)
Responsibilities:
Business management:

- Make sure the team meets MS KPI.
- Make sure the team follows the compliance and security policies.
- 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 the 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.
- Coach team members to work with internal teams to ensure the right individuals and resources are well-allocated.
- Provide team members with necessary support and assistance to keep team morale and ensure the smooth operation of the team.

Business Communication:

- Maintain good business relationship 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.
- Offer the professional image towards Microsoft (Customers).

**Chức vụ**: Trưởng nhóm/Trưởng phòng

**Hình thức làm việc**: Toàn thời gian

**Quyền lợi được hưởng**:

- Competitive salary
- Social insurance, health insurance policies, and other benefits in accordance with the Labor Code
- 12 days of annual leave, 8 days of sick leave, 1 periodical medical examination/year
- For employees working night shift: PVI insurance and 500.000 VND/month as food allowance
- Working 5 days a week with 2 unfixed days of (Schedule will be arranged by Head of Department)
- 100% on-site
- Opportunities for professional growth

**Yêu cầu bằng cấp (tối thiểu)**: Trung cấp - Nghề

**Yêu cầu công việc**:
Qualifications:

- Have at least 2 year-experience in the same role or 1 year at supervisor level in contact center industry.
- Excellent team leadership skills, able to unite the team, and help team members maximize their strengths and improve their weaknesses.
- Good process and risk management skills can ensure that the performance of the team is stable and continuously improved.
- Have a sense of community and responsibility, be able to align the policy of team, good at management and communication of employees, and be willing to make additional contributions for team.
- Excellent presentation skills.
- Good English listening, speaking, reading, and writing skills, able to use it as a working language.
- Excellent customer service awareness.
- Ability to train and mentor, experience in quality monitoring and improvement.
- Have practical management experience or basic management ideas, excellent analytical skills, and problem-solving skills.
- Be proficient in using office software, such as PowerPoint, Excel, etc.

**Yêu cầu giới tính**: Nam/Nữ

**Ngành nghề**: Chăm Sóc Khách Hàng,Kinh Doanh/Bán Hàng,Tư Vấn Bán Hàng

Trung cấp - Nghề
Không yêu cầu

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