Job Description

Essential Functions/Core Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement
improvement plans as needed

• Maximize revenue generation to reach long and short-term financial projects
(i.e. data collection for billable/non-billable hours, forecasting, budgeting,
etc.)

• Selecting, training, developing, and managing performance of direct reports
and their associates; including planning and assigning work for staff in
accordance with the organization’s policies and applicable legal
requirements

• Manage and review operational reports (Attendance adherence, PFP, Client
scorecard, Metrics management reports)

• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent
administration of company policies and standards; define and implement
any corrective actions needed to meet operational performance

• Conduct regular one-on-ones with direct reports to review individual
performance, the performance of their team and offer on-going
developmental coaching

• Create a positive work environment through employee engagement; resolve
employee relation issues in a professional and timely manner

• Participate in cross functional meetings to review information received from
operational support functions - Training, HR, Quality, WFM, TA. - and partner
to define action plans that resolve issues and drive continuous improvement

• Implement best practices and over-deliver for clients, drive consistent
performance, evaluate staffing needs, with input from BD and Client and
make adjustments to meet changing requirements

• Attend business reviews with the client

• Handle a team of team leaders
Candidate Profile

• Associate degree in related field with more than seven years of experience
(with at least two years of Progressive Management Experience) preferred

• Call center experience preferred

• Demonstrated ability to coach and develop action plans, which maximize
performance, and provide effective feedback

• Demonstrated ability to analyze and improve work processes; establish a
course of action for self and others to accomplish a specific goal

• Work well under pressure and follow through on items to completion while
maintaining professional demeanor

• Excellent communication skills (English & Japanese), both written and
verbal. Ability to effectively present information to internal and external
associates

• Demonstrated ability to organize and prioritize projects in a fast-paced and
deadline-oriented business environment

• Demonstrated ability to mentor, coach and provide direction to a team of
employees

• Willingness to work a flexible schedule

• IT background to understand the IT industry terminology and to
communicate with technical staff (engineers and SMEs) to be able to assess
the difficulty and risk of services and activities to be provided.

• Familiar with MSFT products (Good to have)

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