Team Lead (BPO Industry)

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 Contact Center and IT support 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 follows the compliance and security policies.
- Make sure the team meets MS KPI.
- 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.
- Participate in internal weekly and monthly Business Review Meetings to present operational results and action plans.
- Find out the root cause of cases that customers are not satisfied with and do the analysis to make improvement.
- 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:
- Participate in customer-facing business review meetings to gather feedback and resolve issues.
- Maintain good business relationships with customers.
- Drive the negotiation, creation, execution and modification of business processes and procedures.

Annual performance review. Full working equipment will be provided
,#90% contribution of the gross salary to social insurance
,#12 days of annual leave, 8 days of sick leave

Feedback Management, Customer Service, Business Management, Relationship Maintaining, Customer Mindset