Team Lead (BPO Industry) Công ty TNHH ITECHWX

* 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.

- Offered salary from 30 – 34,000,000 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 - 12 days of annual leave, 8 days of sick leave - Annual Health Checkup - Annual performance review

- Proficient in English (4 skills) - At least 2 years of experience in the same role in the contact center 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.