JOB DETAILS

JOB DETAILJob Details

・Demonstrate leadership and sound business acumen, showing consistency among principles, values, and behavior, thus building the trust and confidence of customers and business partners and following through on commitments.

・Compliance to all policies, procedures, and ethical standards

・Builds effective relationships with colleagues, clients, customers, and business partners.

・Excellent analytical skills

・Developing Others – Builds the skills and competencies of others and guides appropriate behaviors.

・Creates opportunities for the development and growth of others.

・Influencing Others – Successfully builds support for ideas without the use of hierarchical power. Builds effective
relationships with colleagues, clients, and customers.

・Managing events/data from customers regarding their IT environment.

・Leading customer and internal meetings, reviewing meeting minutes and attending weekly customer meetings.

・Handling major incidents and infrastructure issues.

・Escalating and resolving issues related to routing, processes, and tools.

・Monitoring SLAs weekly and monthly, along with customer KPIs.

・Implementing problem management strategies to prevent recurrent issues, resolving problems with a focus on continuous improvement.

・Developing queries/views for process application checks.

・Monitoring partner KPIs, call volumes, and major incidents.

・Conducting trend analysis and ensuring timely reports to customers.

・Ensuring Service Desk processes are defined, documented, and communicated.

・Coordinating with team leads for staffing and new hire processes.

・Managing service levels and informing management of SLA misses.

・Providing feedback for productivity and service improvement.

・Maintaining good communication flow within the Service Desk team.

・Reporting outages and conducting post-mortem service level analysis.

・Working on headcount projection and recommending actions for SLA misses.

・Adhering to company policies and procedures, including security standards.

REQUIRED WORK EXPERIENCERequired

✓ 2 – 3 years or above experience as Team Lead/Supervisor in service delivery/IT/Customer Service-related environment
✓ Minimum 1 – 2 years 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