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

Mô tả công việc:

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.

Chức vụ: Trưởng Nhóm/Trưởng Phòng

Hình thức làm việc: Toàn thời gian

Quyền lợi được hưởng:

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

Yêu cầu bằng cấp (tối thiểu): Trung cấp - Nghề

Yêu cầu công việc:

• 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.

Yêu cầu giới tính: Nam/Nữ

Ngành nghề: Giám Sát Bán Hàng,Kinh Doanh/Bán Hàng