Customer Service Leader (Tech Industry, Fluent English, Upto 35Mil)

We're seeking a Team Lead to join our MS Dynamics 365 team to manage the local language team. You will: • Response & Service Delivery- Participate in Business Review meetings, present operation results, collect feedback and address concerns.- Use tools and strategy to monitor the performance of a team. Analyze non-satisfied cases, find root causes, work out action plans 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 collaborates with different stakeholders to ensure the 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.