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
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
Administrative knowledge / experience
Experience on main processes if possible
Training in conflict management and resolution
Analytical and trend analysis
In return, we offer you
An excellent remuneration package
Prestigious offices all around the world
Friendly working atmosphere
Continuous professional development and certification programs
A commitment to offer you career development opportunities to meet your full potential
Why Tek Experts?
We only exist to help IT companies make a difference in the world. We make sure nothing gets in the way of them doing great things.
Clients stay with us because we’re a disruptive-thinking, dynamic and fast-growing business and because of the success of our people.
We believe in the power of people and the quality of our teams. They’re smart, curious, client-oriented and results-driven.
If this sounds like you and you want to be part of our journey, apply now. My Career. My Future. My Tek Experts. Tek Experts is an equal opportunity employer.
We do not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law.
Hiring, transferring and promotion practices are performed without regard to the above-listed items. By ticking the box and clicking the Apply button below, I agree that I have read and understood the