Local Consumer Lead
Tek Experts
Vietnam
24 ngày trước

Do you love delivering IT support? Do you want to be responsible for delivering extraordinary customer for consumer based services across a range of different products?

Are you looking for a rapidly growing company to take your career to the next level? Tek Experts 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 in Hanoi, 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 end consumers.

A confident team manager you will have a team of approximately 400 and have a client facing role.

Duties and responsibilities

  • Plan by prioritizing customer, staff and organizational requirements
  • Onboard a team of specialists and developing the business unit knowledge in Tek Experts
  • 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
  • Skills and competencies

  • Demonstrable experience leading a large support team
  • 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
  • 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

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