Team Lead

1 week ago

Ho Chi Minh City, Ho Chi Minh, Vietnam iTechwx Full time $50,400 - $150,000 per year

LOCATION

  • 6th / M Floor, Vista Building, 19 Tan Cang St., Ward 25, Binh Thanh Dist., Ho Chi Minh City

Only accepting candidates based in Ho Chi Minh, Vietnam

RESPONSIBILITIES

Response & Service Delivery

  • Participate in Business Review meetings, present operation results, collect feedbacks and address concerns.
  • Use tools and strategy to monitor the performance of a team. Analyze non-satisfied cases, find root cause, work out action plan and monitor execution. Serves as the first line of management escalation.
  • Tracks resolution speed and removes roadblocks (e.g., skill gaps, unclear process) preventing issues from being resolved.
  • Analyzes the business impact and collaborate with different stakeholders to ensure right resources are engaged proactively.
  • Drive customer satisfaction when using Microsoft products, and share customer success stories that have positive impact to customers' business.

Team Operation Management

  • Analyze team readiness strategy proactively, ensure the team has the correct readiness plan on both tech non-tech parts (such as compliance, service skill, etc.).
  • Ensure team members follow Microsoft & Itechwx compliance and security policy.
  • Identifies potential risks and implement optimized process to mitigate the risks.
  • Maintain positive relationship with all team members, drive positive team morale.
  • Be professionalism as a Itechwx ambassador, build and protect Itechwx's people and

REQUIREMENTS

  • Fluent in oral English
     and could use it as work language. Understand Chinese will be score-added.
  • Excellent communication skills.
  • Have at least 2 years' experience in supervisor role in BPO, customer service industry
    .
  • Have experience in 
    managing the size of 20
     experience, can lead the team independently.
  • Strong pressure resistance. Can respond quickly to customer and internal needs.
  • Having customer service experience
    , familiar with customer service business will be preferred.

Working time: 8:00 AM - 5:00 PM, Monday - Friday

BENEFITS

  • Competitive Salary up to 35M
  • Salary at 100% during the probationary period
  • 90% contribution of the gross salary to social insurance
  • 20 days leave (12 days of annual leave and 8 days of sick leave)
  • Full working equipment will be provided Annual Health Checkup
  • Activities: Birthday party, Employee engagement activities

Send your CV to with the subject line: Team Lead BPO - [Full Name] - HCM

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