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GlobalCore Senior Support Analyst / Assistant Manager - Japanese Speaking

Date:  10-Sep-2022
Service Line / Portfolios:  Information Technology
Location: 

Kuala Lumpur, MY

Title: GlobalCore Senior Support Analyst / Assistant Manager - Japanese Speaking

What impact will you make?

At Deloitte, we offer a unique and exceptional career experience to inspire and empower talents like you to make an impact that matters for our clients, people and community. Whatever your aspirations, Deloitte offers you a highly inclusive, collaborative workplace and unrivalled opportunities to realize your full potential. We are always looking for people with the relentless energy to push themselves further, and to find new avenues and unique ways to reach our shared goals.

So what are you waiting for? Join the winning team now.

Work you’ll do

 

  • Managing and monitoring agreed KPIs for the Helpdesk Analysts.
  • Managing the day-to-day performance of the Helpdesk Team.
  • Manage staff leave & work schedule to ensure smooth operations.
  • Reviewing staff daily, weekly and monthly KPI stats to improve performance.
  • Providing coaching and mentoring to Senior Coaching and Helpdesk Analysts.
  • Identifying training and coaching opportunities; developing and delivering training plans.
  • Handling escalated calls with customers in a polite and effective manner.
  • Developing excellent relationships with stakeholders, suppliers and support teams.
  • Developing excellent relationships with our clients and customers.
  • Reviewing timesheets from the team and ensuring accuracy of information.
  • Being part of the recruitment process and providing input into hiring decisions.
  • Mentoring team members on their short and medium term career goals.


Your role as a leader

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We expect our people to embrace and live our purpose and shared values, challenging themselves everyday to identify issues that are most important to our clients, our people and the communities, and to make an impact that matters. In addition to living our purpose, Senior Associates / Senior Consultants / Assistant Manager across our Firm are expected to:

 

  • Understand objectives for stakeholders, clients and Deloitte whilst aligning own performance to objectives and sets personal priorities.
  • Develop themselves by actively seeking opportunities for growth, shares knowledge and experiences with others, and acts as a strong brand ambassador.
  • Seek opportunities to challenge themselves, collaborate with others to deliver and takes accountability for results.
  • Build relationships and communicates effectively in order to positively influence peers and stakeholders.
  • Work effectively in diverse teams within a highly inclusive team culture where everyone is supported, respected and recognized for their contribution.


Requirements

 

  • A minimum of 6 years Contact Centre Operations experience.
  • Bachelor Degree in any field.
  • Fluent in both Japanese and English (ability to read, write and speak).
  • Excellent interpersonal and communication skills.
  • Proven leadership experience from prior employment.
  • Proven ability to support internal or external clients.
  • Self-motivated team player who is results orientated.
  • Good time management skills with the ability to prioritise urgent workload with multiple deadlines.
  • Prior experience working in a Global organisation / shared services.
  • Willingness to work in rotational shifts including on weekend.


Due to volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorized Deloitte Recruiters via firm’s business contact number or business email address.

 

 

Requisition ID:  88021

In Malaysia, the services are provided by Deloitte and other related entities in Malaysia ("Deloitte in Malaysia"), which are affiliates of Deloitte Southeast Asia Ltd. Deloitte Southeast Asia Ltd is a member firm of Deloitte Touche Tohmatsu Limited. Deloitte in Malaysia, which is within the Deloitte Network, is the entity that is providing this Website.

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