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| Job Location | Chennai |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Technical Support / Helpdesk |
| EmploymentType | Full-time |
Team Lead/ Team Manager / Process lead Specific duties include but are not limited to the following: Coordinate and monitor the work of various departments involved in production and manage the performance of services to customers within support window. Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures. Track the incidents to conclusion in line with SLAs and quality standards and operational excellence (e.g. Project / Process Deliverables On time, Quality, SLA, and Productivity Improvement etc.). Ensure that service levels are achieved in line with contracts and that customers expectations are met or exceeded; Manage critical customer s incidents, associated to customer communication, activities and any appropriate escalations. Guide and mentor junior team members General Requirements: Show proactive efforts and communicate with internal and external stakeholders in addressing issues and problems. Excellent oral and written communication skills in Japanese. Need to communicate daily with Japanese customer. Must have experience working as team lead role for 2+ years. Ability to handle Onsite and Offshore KT and Transition (Conduct Training, Coaching and Grooming etc.);Transition the work efficiently to implement till operations and maintenance Manage the performance of services to customers within support window. Ensure that service levels are achieved in line with contracts and that customer s expectations are met or exceeded; Ultimate responsibility for ownership of all customers incidents or logged service requests Track the incidents to conclusion in line with SLAs and quality standards .Manage critical customers incidents, associated to customer communication, activities and any appropriate escalations Guide and mentor junior team members Participation in Knowledge Management and writing documents (User Manuals and Updating SOPs, Checklist etc.), proposals, work-flows etc. Professional Background (Skills) for process improvement High Knowledge of Business unit s operations, core processes and process improvement methodologies. Liaison with senior management. Assist in the development of strategic plans for operational activity. Implement and manage operational plans. Other duties as assigned by the Service Delivery Manager. General Requirements: Skills Fluent Japanese speaking ability- JLPT N2 above; Need to communicate daily with Japanese customer. Excellent oral and written communication skills in Japanese. Must have performed a team lead role for 2+ years. Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others. Ability to utilize the applications for Microsoft Office for support, reporting and documentation. Ability to provide support over the phone; good phone skills, professional demeanour, previous customer service experience strongly desired. Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it. Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations. Ability to think around problems and come up with creative solutions is helpful. Ability to work with or without direct supervision. Other duties as assigned by the Service Delivery Manager.,
Keyskills :
sla customerrelations coaching customerservice sales servicelevels problemsolving servicedelivery microsoftoffice qualitystandards corporateliaison creativesolutions processimprovement tatementsofworksow