ITECHWX ★ 3.5

BUSINESS MANAGEMENT:
• Make sure the team meets MS KPI.
• Make sure the team follows the compliance and security policies.
• Offer the non-technical training (including but not limited to business processes, case
handling skills, telephone, and email skills, out of office processes, leave procedures, and
demission procedures) to help the new members to get familiar with the process and tools.
• Review cases daily and find out the problems to make sure customer issues are well resolved.
• Follow up on the progress of each case in time to ensure the effective actions are taken.
• Find out the root cause of cases that customers are not satisfied with and do the analysis to
make improvement.
• Participate in internal weekly and monthly Business Review Meetings to present operational
results and action plans.
• Collect data and create reports to meet business needs.
MANAGING COLLABORATIVE ACTIVITIES:
• Collaborate on cross-group and cross-product issues by working with resources from other
groups to solve customer problems. Help drive cases with the highest priorities by working
with managers, engineers, and other stakeholders.
• Work with Microsoft to get effective support on critical and complex issues.
• Coach team members to work with internal teams to ensure the right individuals and
resources are well-allocated.
• Provide team members with necessary support and assistance to keep team morale andensure the smooth operation of the team.
BUSINESS COMMUNICATION:
• Maintain good business relationship with customers.
• Participate in customer facing business review meetings to gather feedback and resolve
issues.
• Drive the negotiation, creation, execution and modification of business processes and
procedures.
• Offer the professional image towards Microsoft (Customers).

• Have at least 2 year-experience in the same role or 1 year at supervisor level in contact
center industry.
• Excellent team leadership skills, able to unite the team, and help team members maximize
their strengths and improve their weaknesses.
• Good process and risk management skills can ensure that the performance of the team is
stable and continuously improved.
• Have a sense of community and responsibility, be able to align the policy of team, good at
management and communication of employees, and be willing to make additional
contributions for team.
• Excellent presentation skills.
• Good English listening, speaking, reading, and writing skills, able to use it as a working
language.
• Excellent customer service awareness.
• Ability to train and mentor, experience in quality monitoring and improvement.
• Have practical management experience or basic management ideas, excellent analytical
skills, and problem-solving skills.
• Be proficient in using office software, such as PowerPoint, Excel, etc
iTechwx Company Limited
12th Floor, Opal Tower, 92 Nguyen Huu Canh, Ward 22, Binh Thanh District, HCMC.
6th Floor, PLS Building, 19 Tan Cang, Ward 25, Binh Thanh District, HCMC

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