Summary
Date Posted: Thursday, February 06, 2020 , Base Salary: Not Disclosed

JOB DETAILS:
Do you love delivering IT support? Do you want to be responsible for delivering extraordinary customer for enterprise-based services across a cloud product? Are you looking for a rapidly growing company to take your career to the next level? We are a company that provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations. As part of our local management team, you will oversee and lead performance, monitoring overall KPIs and targets in your team. We care about the work we do, the companies we partner with and the customers they serve and we believe our people are critical to our success. Ideally, you will be from an IT support background and have extensive experience in delivering support to enterprise consumers. A confident team manager you will have a team of approximately several hundred and have a client-facing role. .

Job Responsibilities
• Plan by prioritizing customer, staff and organizational requirements
• Onboard a team of specialists and developing the business unit knowledge in the organization
• When needed, serve as part of the escalation path for operational issues
• Maintain continuous lines of communication, keeping the global leader of Consumer and client director informed of all critical issues
• Responsible for a wider perspective of metrics achievement
• Manage section and delivery managers locally
• Run, analyze reports and create action items to improve the operation and ensure metrics achievement
• Manage headcount numbers and work with the client director to update the quotas/targets
• Open communication with the delivery team 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 support team meet KIPs and SLA
• Attend regular operational and business review meetings
• Participate in the review processes and workflow to diagnose areas for improvement
• Create, implement and maintain business processes
• Proactively proposes improvement plans where gaps are noticed
• Performance management and people development

Job Skills: Not Specified

Job Qualifications
• Demonstrable experience leading a support team of at least 200 team members
• Strong organizational, planning, leadership and management skills with a confident and professional manner
• Strong English communication skills with excellent presentation skills
• Excellent soft skills, including conflict resolution, influence and negotiation skills
• Critical thinker and ability to make decisions
• Ability to work under pressure in a highly targeted environment
• Committed to self-development and the development of others

Job Education Requirements: Not Specified

Job Experience Requirements: Not Specified

Work Hours: 8

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