Costa Rica General Manager/Site Leader
Tek Experts
Costa Rica
hace 2 días

The Site Leader is the operational owner for service delivery in Costa Rica and part of the Tek Experts leadership team reporting to our Chief Operating Officer.

The site leader oversees and monitors the team’s performance and data on all clients and services delivered in Costa Rica.

You are responsible for developing teams of experts, monitoring the overall performance and targets achievement of the teams under your division.

The Site Leader performs a wide range of duties including some or all of the following responsibilities.

Duties and responsibilities

  • Planning by prioritizing customer, employee, and organizational requirements
  • Onboarding a team of professional and developing the BU knowledge in Tek Experts
  • When needed, serve as part of the escalation path for operational issues
  • Maintain continuous lines of communication, keeping Client Directors and COO informed of all critical issues
  • Responsible for a wider perspective of metrics achievement
  • Manage section and delivery managers locally
  • Running, analyzing reports and based on those, creating action items to improve the operation and ensure metrics achievement
  • Provide all kind of reports to Client Director and / or COO on a daily, weekly or monthly basis when needed
  • Managing headcount numbers and work with Client Director to update the quotas / targets
  • Communication : Keep open communication with the customer and internal managers / leadersOpen communication with the delivery team on-
  • site and globally to review team’s status, metrics, possible issues / needs and proceed with actions. Also to keep the managers updated on latest news, action plans, etcConcurrent meetings with Customer’s Managers, if needed

  • Ensure that the Global Support Team meet KIP’s and stand in SLA at each point of time
  • Attend regular operational and business review meetings
  • Participate in reviewing processes and workflow to diagnose areas for improvement
  • Creates, implements and maintains business processes
  • Proactively proposes improvement plans where gaps are noticed
  • Performance management and people development
  • Skills and competencies

  • Proven experience managing a support team of at least 1000 team members
  • Strong leadership and management skills
  • Strong English communication skills
  • Ability to handle and control difficult situations with upset customers
  • Excellent soft skills
  • Strong critical thinking and decision-making skills
  • Strong influencing and negotiation skills
  • Confident and professional manner
  • Reliability
  • Strong organizational, planning and presentational skills
  • Ability to work under pressure in a highly targeted environment
  • Committed to self-development and the development of others
  • Education and experience

  • Experience managing people
  • Administrative knowledge / experience
  • Experience on main processes if possible
  • Customer service experience
  • Training in conflict management and resolution
  • Analytical and trend analysis
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