General Manager/Site Leader

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
  • 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/ leaders
    • Open 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, etc
    • Concurrent 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

Duties and responsibilities

  • 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

Skills and Competences

  • 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

Aplica ya

Lo que le ofrecemos a usted

Una carrera, no un trabajo

Sea parte de algo grande

Aprendizaje personal y profesional continuo

Carrera rápida

Recursos globales

Oportunidad para realizar su potencial total

Libere su potencial

Familia mundial

Head of HR Operations

Are you a senior HR Leader working in a young international company? Do you have a passion to drive a company way of working to energise and excite your employees? Can you work on a global scale wi...

Read more
Internal Communications Manager

Do you want to be part of a team responsible for building the tools and programs that allow employees to communicate, share and collaborate? Do you want to play a key part in the development and de...

Read more
General Manager/Site Leader

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 monito...

Read more
Total Rewards Analyst

Do you want to work on a global scale with colleagues from different cultures? Do you want to play a key role in defining and delivering rewards packages?  The Total Rewards Analyst role suppo...

Read more
Head of Client Services

Do you have a passion for IT Service Management? Do you have strong leadership experience in large scale projects? Tek Experts provides business and IT outsourcing services, and we take intense pri...

Read more
Client Site Leader

Do you love delivering IT support? Do you want to be responsible for delivering extraordinary customer support across a range of technologies? Are you looking for a rapidly growing company to take ...

Read more
Quality Business Partner

The Quality Business Partner will be a business leader across locations and will serve as a strategic quality business partner between regional and global business functions; Will be responsib...

Read more
Dynamics Software Support Engineer

Are you a natural problem solver? Do you have an interest in different technologies and IT? Do you think you can deliver exceptional customer service? Tek Experts provides business and IT outsourci...

Read more
Cloud Specialist - Software Support

Are you a natural problem solver? Do you have an interest in different technologies and IT? Do you think you can deliver exceptional customer service? Tek Experts provides business and IT outsourci...

Read more
Cloud Support Engineer

Are you a natural problem solver? Do you have an interest in different technologies and IT? Do you think you can deliver exceptional customer service? Tek Experts provides business and IT outsourci...

Read more
Microsoft Dynamics CRM Specialist

Do you have a passion for training and mentoring? Do you have a strong Microsoft Dynamics CRM experience? Tek Experts is growing and as a result are looking for passionate people to join our larges...

Read more

Interested in joining Tek Experts? Take a look at our open positions in your region.

¡No sea un desconocido(a)! Regístrese y reciba las últimas noticias y empleos.
No se preocupe, sabemos que recibir demasiados emails es molesto; por eso, nosotros enviamos sólo lo bueno.

Acepto haber leído y entendido las Condiciones de uso y Política de privacidad del sitio web.