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- Be the Single Point of Contact (SPOC) for all Service Management related activities
- To interact with Customers & Team Leads in ensuring that Service Level Agreements are met consistently.To lead or be part of Continuous Service Improvement activities.
- To perform/ assist in Root Cause Analysis as-when-necessary.
- Provide input on process improvements, survey and analyze “best practices”, mentor, and influence, teach and coach individuals and teams in process improvement activities and methodology.
- Initiate actions to raise customer satisfaction level.
- Ensure all KPI reports and other ad-hoc reports are generated accurately within agreed time frame.
- Proactively liaise with business customers or delivery team leaders for all works related to data gathering and completion of reports.
- Gather and thoroughly analyze data, by coordinating with appropriate technical, compliance, business staff and management, and conduct baseline quantitative and qualitative metrics work.
- Reporting & Statistical Analysis of data mined and gathered from the ticket logging and tracking system.
- Prepare, manage and review related Service Management process documentations.
- Managing compliments/complaints/escalations/Non-compliance database.
- Complete audit work papers and memoranda by documenting audit tests and findings.
- Attend/ Conduct review meetings as and when required.
- Overall Quality supervision to ensure adherence to the client norms. Example: call/ email etiquette, dress-code, general behavior etc.
- A University Degree in Computer Science, Information Technology (IT), Business IT, Statistics or the equivalent.
- Minimum 3 years’ working experience in BPO or Shared Services Center is mandatory.
- Must be able to communicate in English & Japanese. (For Bilingual position)
- Working knowledge of MS Office tools especially MS Excel is a MUST. (Ability to work with pivots & VBA macros)
- Experience in working with Flow tools (Remedy, HP Open View), RDBMS tools (Oracle, SQL Server, MS Access), Query and reporting tools (BRIO, Executive viewer, Crystal Reports) is an advantage but not mandatory.
- ITIL foundation certification desired.
- Server Network, Microsoft office esp excel.
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