ITECHWX ★ 3.5

About Us: We are iTechwx, established in mid-2022, with a dynamic team of 700 employees spread across 3 offices in Ho Chi Minh City and 1 office in Ha Noi City. At iTechwx, we pride ourselves on delivering premium IT outsourcing services tailored exclusively for Microsoft clients. Our expertise spans four core products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, and Microsoft Office 365.

Role Description

• Acquire and update knowledge of Microsoft products, support offerings, and licensing structure 

on an ongoing 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 the 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.

Qualifications

• Have at least 1 year of experience in OM, Assistant Operations Manager, or at least 2 years of experience in a Supervisor role in the BPO, Contact center industry.
• Experience in managing a team of 50 employees.
• Excellent speaking and writing in English.
• Experience in managing performance targets is desired.
• Proved ability to do stamping 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 skills.
• Demonstrated problem-solving skills, strategic and analytical capabilities.
• Having experience/background in IT, Tech Support, and high-tech projects is a big plus.

Benefits:

• 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 working equipment will be provided.

• Annual Health Checkup for employees who have worked for at least 6 months from the date of signing the official labor contract.

• Activities: Birthday party, Employee engagement activities.

Working location: Lancaster Luminaire Building, 1152-1154 Lang Street, Lang Thuong Ward, Dong Da District, Hanoi City, Vietnam

Working time: 9:00 AM – 6:00 PM, Monday to Friday. Flexibility with working shifts is required as part of managerial responsibilities.

Apply: [email protected]