ITECHWX 3.0 ★

• 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 TLs, SMEs, Tech Engineers.
• Provide feedback & coaching to TLs, SMEs to improve service quality
• Assure compliance of metrics & procedures on behalf of the team.
• Contingency Plan Implementation and Activation.
• Monitor balance of workload and availability of the team.
• Handle escalations from TLs.
• Make and review daily, weekly, monthly, and quarterly operational reports.
• Manage readiness training by communicating policies & procedures to the team
• Motivate and boost team morale to achieve KPI targets.
• Provide Improvement Action Plans, Feedback and reports to Microsoft.

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.

• Monthly Salary (Basic + Allowances)
• Insurances followed Vietnamese Labor Law.
• Activities: Birthday party, Employee engagement activities.
• Position promotion, salary increase once/year