Teamlead (BPO - IT Background - English Fluent)

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

Yêu cầu công việc

• 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.

Quyền lợi

• Chăm sóc sức khoẻ: 90% contribution of the gross salary to social insurance
  Annual Health Checkup
  Bảo hiểm xã hội
• Nghỉ phép có lương: 20 days leave (12 days of annual leave and 8 days of sick leave)
• Máy tính xách tay: Full working equipment will be provided
  Được cấp Máy tính
• Hoạt động nhóm: Activities: Birthday party, Employee engagement activities.
• Khác: Salary offer up to 35M
  Salary at 100% during the probationary period