Team Lead (BPO, Customer Service) HCM - English Fluent - Offer Up To 35M

Response & Service Delivery

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

o 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.

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

o Analyzes the business impact and collaborate with different stakeholders to ensure 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.

o Be professionalism as a Itechwx ambassador, build and protect Itechwx’s people and

· 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.