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Position Description: Level -1 |2-10 YRSexpert in Japanese language Monitor performance and coach members to continuously improve their technical skills and quality of serviceCoordinate with WFM to schedule training sessions, back-office activities and vacationsManage Timesheets assignments each week (PSA)Implement initiatives to improve member satisfaction and career progressionManage client escalations and client dissatisfactionPlan and implement procedures and systems to maximize operating efficiency Prepare and provide status, RCA and compliance reportsConduct regular Technical Coaching to L1 and L2, audit calls and tickets and document progresswork experience required:Technical and customer service experienceITIL and/or SDI / HDI certification in incident management preferredIndependently mange a team of Service Desk analysts to achieve OLAsWork in North American business hours and supervise a 24x7 operation, available for on-call supportCollaborate with local and global teams, internal and external customers and service providersExcellent communication skills, both written and oral, in English; French an asset0-1 years of experience in a technical contact centre environment0-1 years of Service level Management0-1 years of Coaching & Performance Management0-1 years of Problem Solving0-1 years of ITIL Incident Management0-1years customer service experience / Technical Call Center0-1 Reporting and Analysis, Collaboration and Teamwork, Conflict ManagementGood overall technical knowledge in Windows troubleshooting, Outlook, MS office latest versions, Mobile Device Mgmt.Working knowledge of various ticketing systems: ITSM, Remedy HD, Remedy AR, and HeatExperience in project management an asset Skills: Information ManagementJapaneseWindowsBackup & Recovery
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