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Job Details

PostingID : 5511

Job Title:   Country Manager-IT/ Customer Support Operations

Job Category: Management


Job Type

Job Type : Full Time


Job Description

This role oversees and monitors the team’s performance and data on all clients and services delivered in Vietnam. You are responsible for developing teams of experts, monitoring the overall performance and targets achievement of the teams under your division. Duties and responsibilities • Planning by prioritizing customer, employee, and organizational requirements • Onboarding a team of professional and developing the BU knowledge in the firm • 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 • 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 • 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


Required Skills / Experience

•Bachelor’s Degree with 8 years’ work experience • Proven experience managing a site of at least 500 employees • Strong leadership and management skills

Years of Experience : 8 Years   
    

Competencies

• 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 • Customer service experience • Training in conflict management and resolution • Analytical and trend analysis


Education

Education Level : Bachelors Degree
                 

Location

City: Accra


Salary

MinSalary GHc: 0.0000

MaxSalary GHc: 0.0000


Job Posting

Posting Date: Oct 4 2019 12:00AM

Date Expires : 30/10/2019


How to Apply

Contact Person / Email / Address:

Send Application (CV and Covering Letter) to : recruitment@careersinghana.com

Apply Using : N/A



Please Note : employers will only shortlist the most qualified candidates for their posting.