Team Lead (Ms Azure)

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.
Why us?
- Offered salary from 30,000,000 VND GROSS
- 30% allowance on gross salary + PVI insurance + 500,000 VND food allowance for employees working night shift
- Salary at 100% during the probationary period
- 90% contribution of the gross salary to social insurance
- Full working equipment will be provided
- 20 days leave (12 days of annual leave and 8 days of sick leave)
- Annual Health Checkup
- Activities: Birthday party, Employee engagement activities