Contact Center Team Lead

About us: iTechwx, established in mid-2022, with 600 employees spread across 3 offices within Ho Chi Minh City. iTechwx dedicates the One-Stop Digital Transformation Service to our customers and is renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients.

We are excited to offer an opportunity for a Team Lead to join our MS Azure team. This role will focus on managing and leading a team of professionals dedicated to delivering exceptional IT services.

You will:

• 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.

Our ideal candidates:

- Proficient in English (4 skills)

- Willing to work rotating night shifts.

- At least 2 years of experience in the same role in the BPO 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 the team.

- Excellent presentation skills.

- Excellent customer service awareness.

- Ability to train and mentor, experience in quality monitoring and improvement.