iTechWX Vietnam
• Acquire and update knowledge of Microsoft products, support offerings, and licensing structure on an on-going basis
• Acquire and update knowledge of all Microsoft tools and associated working processes
• Manage CSRs
• Provide feedback & coaching to CSRs to improve service quality
• Assure compliance of metrics & procedures on behalf of CSRs
• Contingency Plan Implementation and Activation
• Monitor balance of workload and CSR availability
• Handle escalations from CSRs
• Review daily, weekly, monthly and quarterly operational reports
• Manage CSR readiness by communicating policies & procedures to the team
• Motivate CSRs and boost team morale
• Provide Improvement Action Plans, Feedback and reports to Microsoft
Certification requirements:
• COPC Certified Coordinator preferred
• High Performance Management Training
• Six Sigma Yellow or Green Belt, or equivalent quality management certification preferred.
Job Requirements:
• Have at least 1-year experience in OM, Assistant Operations Manager or at least 2-year experience in Supervisor role in BPO, Contact center industry.
• Experience in managing the size from 50 employees.
• Excellent speaking and writing in English.
• Experience in managing performance targets desired.
• Proved ability to do staffing and scheduling.
• Project management experience, able to work independently on multiple concurrent initiatives.
• Strong determination for KPI achievement.
• Disciplined and highly motivated to motivate and encourage the team for improvement.
• Excellent oral, written, and interpersonal communication skill.
• Demonstrated problem-solving skills, strategic and analytical capabilities.
• Having experience/background in IT, Tech Support, high-tech projects is a big plus.
Salary Package:
• Monthly Salary (Basic + Allowance) is up to 2250 USD.
• Every 6-month bonus is up to 70% of the monthly salary.
• Insurances followed Vietnamese Labor Law.
• Activities: Birthday party, Employee engagement activities.
English
Speaking: Advanced - Reading: Advanced - Writing: Advanced
Conquer the Everest, Together with iTechwx.
[Contact Center Services] iTechwx constructs contact centers with customer-oriented advocates, supporting global customers with multi-languages and multi-media. iTechwx offers tech-focused contact center services, with our advanced operation standards, specialized training programs, and innovative management structure.
[Information Technology Services] iTechwx provides services including design, development, testing, maintenance, support, and project management for both software and hardware products in frontier technological domains such as Cloud Computing, Internet of Things, Big Data, Smart Technology, Mobile Technology, etc.
iTechwx is newly born in the summer of 2022 in Ho Chi Minh City, Vietnam. We locate in Binh Thanh District, settling the office inside Opal Tower. As the first stop in SEA region, iTechwx encounters Vietnam, and particularly the city of Ho Chi Minh because of the richness in human resources, as well as the prospecting technology industries in this robust city.
