Team Lead (Dayshift, BPO, Call Center, Customer Service)

We're seeking a Team Lead to join our MS Dynamics 365 team to manage the local language team. You will:

• Response & Service Delivery

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

- 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.

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

- Analyzes the business impact and collaborates with different stakeholders to ensure the 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.

• Fluent in English.

• Excellent communication skills.

• Able to manage multiple language speaking members.

• 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, familiar with customer service business will be preferred.

• Strong interest in IT industry.