Teamlead (BPO - IT Background - English Fluent)

Response & Service Delivery
• Participate in Business Review meetings, present operation results, collect feedbacks and address concerns.
• Use tools and strategy to monitor the performance of a team. Analyze non-satisfied cases, find root cause, work out action plan 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 collaborate with different stakeholders to ensure 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.
• Be professionalism as a Itechwx ambassador, build and protect Itechwx's people and