Operations Team Lead (BPO Industry - Up To 35)

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.