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Japanese Language Expert with Operational

3 months ago

Bengaluru Karnataka, India CGI Full time

Level -1 |2-10 YRS
expert in Japanese language
Monitor performance and coach members to continuously improve their technical skills and quality of service
Coordinate with WFM to schedule training sessions, back-office activities and vacations
Manage Timesheets assignments each week (PSA)
Implement initiatives to improve member satisfaction and career progression
Manage client escalations and client dissatisfaction
Plan and implement procedures and systems to maximize operating efficiency
Prepare and provide status, RCA and compliance reports
Conduct regular Technical Coaching to L1 and L2, audit calls and tickets and document progress
work experience required:
Technical and customer service experience
ITIL and/or SDI / HDI certification in incident management preferred
Independently mange a team of Service Desk analysts to achieve OLAs
Work in North American business hours and supervise a 24x7 operation, available for on-call support
Collaborate with local and global teams, internal and external customers and service providers
Excellent communication skills, both written and oral, in English; French an asset
0-1 years of experience in a technical contact centre environment
0-1 years of Service level Management
0-1 years of Coaching & Performance Management
0-1 years of Problem Solving
0-1 years of ITIL Incident Management
0-1years customer service experience / Technical Call Center
0-1 Reporting and Analysis, Collaboration and Teamwork, Conflict Management
Good 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 Heat
Experience in project management an asset

**Together, as owners, let’s turn meaningful insights into action.**

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

**Your future duties and responsibilities**

**Required qualifications to be successful in this role