Operations Team Lead (BPO Industry - Up To 35)

Response & Service Delivery
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.
Participate in Business Review meetings, present operation results, collect feedback and address concerns.
Team Operation Management
Ensure team members follow Microsoft & Itechwx compliance and security policy.
Identifies potential risks and implement optimized process to mitigate the risks.
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.).
Maintain positive relationship with all team members, drive positive team morale.

Have experience in managing the size from 20, can lead the team independently.
Fluent in English.
Strong pressure resistance can respond quickly to customer and internal needs.
Have customer service experience in BPO industry.
Excellent communication skills.
Strong interest in IT industry

90% contribution of the gross salary to social insurance
Full working equipment will be provided Annual Health Checkup
Salary at 100% during the probationary period
Activities: Birthday party, Employee engagement activities.
20 days leave (12 days of annual leave and 8 days of sick leave)
Training will be offered
Salary range: 30 – 35 gross

Cập nhật gần nhất lúc: 2025-08-26 02:45:02