Team Manager (BPO)

Company Description
We are, iTechwx, established in mid-2022, with over 1,500 employees across 3 offices within Ho Chi Minh City and 1 office in Hanoi 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, Microsoft Office 365.
Role Description The Operations Manager shall have responsibilities pertaining only to this function. The Operations Manager should be present at all operational reviews, plus all strategic reviews and ad hoc meetings. The Operations Manager shall be ultimately responsible for operational management to fulfill Microsoft requirements, including but not limited to readiness, quality, and efficiency.
❖ Leadership
Manage Customer Service and support Contact center operation.
Provide feedback & coaching to Team Manager
Power to impact and influence - gain support from others to achieve the desired outcome.
❖ People Management
Motivate CSRs and Team Managers
Provide improvement action plans and reports.
Identify strengths and weaknesses to help operational and professional development.
❖ Set goals and expectations
Assure compliance with metrics & procedures
Contingency Plan Implementation and Activation
Monitor customer request volumes vs. Customer Service Professional availability.
Present monthly operational reports
❖ Communication and Collaboration
Communicate policies & procedures to Team Managers to ensure performance results.
Cross-group Collaboration
Partner with individuals or organizations to increase the satisfaction of our customers.
❖ Ownership and Accountability
Proactively take ownership of the project, consider benefits to the project/company and add value to the project, and make contributions.
Be accountable for any tasks assigned by the client and by the company.
❖ Drive Results
Apply strategic thinking to focus on the results and goals to achieve with end Customers.
Qualifications
Fluency in English (additional Chinese proficiency is a plus)
At least 3 years of experience as an Operations Manager or Senior Team Manager in IT industry or B2B services.
Tech-savvy with strong technical aptitude
Strong in the following skill sets:
o Service / Soft skill communication o Presentation o Planning, Resource Organizing, Data Analyzing o Customer Orientation & Relationship Management o Internal cooperation and coordination
COPC certification is a plus.
Benefits
Salary at 100% during the probationary period
90% contribution of the gross salary to social insurance
An employee who works at night (10 PM - 6 AM) will be paid an additional amount of 30% of the normal salary + PVI insurance + 500,000 VND food allowance
20 days leave (12 days of annual leave and 8 days of sick leave)
Full work equipment will be provided
Annual Health Checkup
Activities: Birthday party, Employee engagement activities.
Others:
Working time: 9am - 6pm, but flexible to change to night shift
5 days per week with 2 flexible days off.