Team Lead (Customer Service, Fixed Night Shift, Fluent English)

We're seeking a Team Lead to join our MSS Modern team to manage 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.

• Fluent in English.
• Excellent communication skills.
• Have experience in managing the size from 10, can lead the team independently.
• Strong pressure resistance can respond quickly to customer and internal needs.
• Have customer service experience in BPO industry.
• Strong interest in IT industry

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