JOB DETAILS

JOB DETAILJob Details

・Detect, monitor, and forecast trend forces utilizing data sets from multiple sources.

・Helps drive new thinking in demand forecasting.

・Identifying trends, patterns, and insights within ticket data to improve service delivery and efficiency.

・Coordinate a new plan if expected outcome not achieved.

・Proactively prevent the occurrence of incidents, problems, and errors by driving the Root Cause Analysis and implement preventative measures to prevent re-occurrence.

・Report to SME/Leaders any situations affecting the proper delivery of analysis, such as: repeated outages, access issues, data unavailability, etc.

・Cooperate and cross check information and actions with other Delivery Enablement areas monthly.

・Attend and/or provide input into Operational/Governance Meetings as required.

・Identify opportunities to improve documentation. CI analysis, solution analysis etc.

・Evaluate the key performance metrics needed to reduce common SvD contacts, use trending to demonstrate reduced volume specific to solutions proposed.

・Create and communicate presentation related to status, roadblocks as found via global & regional trending.

・Providing recommendations for process optimization and automation based on ticket data analysis.

・Monitoring and tracking key performance indicators related to ticket management and resolution.

・Supporting continuous improvement initiatives by leveraging ticket data insights.

・Staying updated on industry best practices and emerging trends in ticket management and data analysis

REQUIRED WORK EXPERIENCERequired

✓ 2 – 3 years or above experience as Data Analyst in service delivery/IT/Customer Service related environment

✓ Preferably minimum 1 year of experience in Training/Coaching in BPO company

✓ Understand MWS solution and implementation of services

✓ Fluent in English and Japanese (JLPT-N2 and above)

✓ Added advantage: Six Sigma certifications