Operations Team Lead (BPO industry)

We are iTechwx, established in mid-2022, with 1000 employees across 3 offices within Ho Chi Minh City and 1 office within Hanoi City. iTechwx dedicates the One-Stop Digital Transformation Service to our customers. Renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, Microsoft Office 365.

We&aposre seeking a Team Lead to join our MSS Premier O365 team to manage team. You will:

Response & Service Delivery

o Participate in Business Review meetings, present operation results, collect feedback and address concerns.

o Use tools and strategy to monitor the performance of a team. Analyze non-satisfied cases, find root causes, work out action plans and monitor execution. Serves as the first line of management escalation.

o Tracks resolution speed and removes roadblocks (e.g., skill gaps, unclear process) preventing issues from being resolved.

o Analyzes the business impact and collaborates with different stakeholders to ensure the right resources are engaged proactively.

o Drive customer satisfaction when using Microsoft products and share customer success stories that have positive impact to customers business.

Team Operation Management

o 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.).

o Ensure team members follow Microsoft & Itechwx compliance and security policy.

o Identifies potential risks and implement optimized process to mitigate the risks.

o Maintain positive relationship with all team members, drive positive team morale.

Our ideal candidates:

Fluent in English.

Excellent communication skills.

Have experience in managing the size from 20, can lead the team independently.

Strong pressure resistance can respond quickly to customer and internal needs.

Have customer service experience in BPO industry.

Strong interest in IT industry

Why us

Salary range: 30 35 gross

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)

Training will be offered

Full working equipment will be provided Annual Health Checkup

Activities: Birthday party, Employee engagement activities.

Others:

Working time: 9 hours (1h break included) withing time frame 5:00 AM 8:00 PM (tentative), 5 shifts/week

Working location: 1st Floor, S4-01 Tower, The Sun Avenue Building, No. 28 Mai Chi Tho Street, An Khanh Ward, Ho Chi Minh City.