We’re Looking For: The primary responsibility of the Team Manager is to monitor and enhance the goal of quality support by providing individual coaching feedback and one- on- ones that focus on improving customer satisfaction and communication skills. Team Managers are responsible for schedule adherence and communication with customers on recovery issues, maintaining composure in critical situations, and communicating well with internal and external employees.
About Us: We are, iTechwx, established in mid- 2022, with over 1,500 employees across 3 offices within Ho Chi Minh City and 1 office in Ha Noi City. iTechwx dedicates the One- Stop Digital Transformation Service to our customers. Renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, and Microsoft Office 365.
You Will:
Review daily, weekly, monthly, and quarterly operational reports.
Acquire and update knowledge of all Microsoft tools and associated working processes.
Acquire and update knowledge of Microsoft products, support offerings, and licensing structure on an ongoing basis.
Manage CSR readiness by communicating policies & procedures to the team.
Manage CSRs, provide feedback & coaching to CSRs to improve service quality. Assure compliance of metrics & procedures on behalf of CSRs.
Motivate CSRs and boost team morale.
Provide Improvement Action Plans, Feedback, and reports to Microsoft.
Handle escalations from CSRs.
Contingency Plan Implementation and Activation Monitor the balance of workload and CSR availability.
Our ideal candidates:
Strong determination for KPI achievement.
Experience in managing performance targets is desired.
At least 2 years of experience in the same role or 1 year of experience as Assistant Operations Manager or a Supervisor role in the BPO, Contact center industry.
Project management experience, able to work independently on multiple concurrent initiatives.
Excellent speaking and writing in English.
Proved ability to do stamping and scheduling.
Excellent oral, written, and interpersonal communication skills.
Experience in managing a team of 50 employees.
Open to candidates from in- house, content moderation, or those with experience in operations, people management, with knowledge of contact center.
Disciplined and highly motivated to motivate and encourage the team for improvement.
Benefits:
20 days leave (12 days of annual leave and 8 days of sick leave)
Full working equipment will be provided.
Annual Health Checkup for employees who have worked for at least 6 months from the date of signing the official labor contract.
90% contribution of the gross salary to social insurance.
Activities: Birthday party, Employee engagement activities.
