Technical Support Engineer

Person will be responsible for McAfee`s outsourced operations for the Japan Theater: Japan’s Consumer Technical Support (TS) & Customer Service (CS) operations consisting of 90+ headcount at Hokkaido. These operations span multiple contact channels (Chat, Voice, Email, Web) & specialized queues to achieve optimum service delivery and partner SLA attainment.

• The person need to work remotely close to where call center is located at Hokkaido
• Daily engagement with outsourced vendor managers to manage and attain goals on all Customer Satisfaction metrics including strong focus on Net Promoter, and tactical Service Level metrics – Average Handle Time, Abandonment rates, and associated SLAs
• Participate in process improvement planning and discussions
• Create/manage/present operational reports/presentations
• Tier 3 function on Japan local issues
   

Primary Responsibilities

Performance Management – All KPIs and Service Delivery Targets, SLA enforcementProcess Improvement - Based on a continuous improvement model

Requirements

Performance Management – All KPIs and Service Delivery Targets, SLA enforcementProcess Improvement - Based on a continuous improvement model

Experience & Qualifications

Mandatory Experience

Technical Call Center operations knowledge and experience required, within Software Industry preferred

Bachelor’s Degree preferred 6-8 years minimum of work experience

Call Center Supervisor Experience Preferred

Should have managed queues/LOBs concurrently

Technical expertise with PC, MAC, and Mobile hardware/software & operating systems, Call center CRM tools

Agent Training Experience Preferred

Business level English reading / writing experience preferred

Vendor Ops Management

Track, monitor and manage the KPIs for all TS queues on a daily, weekly, monthly, and quarterly basis.

Daily communication with Vendors for topics as they come up

Managing services to perform at or better than contractual requirements

Attend weekly operations reviews with vendors and manage action plans to correct deficiencies

Attend bi-weekly meetings with Vendors to discuss items of concern, questions on process etc.

Follow up on cases from executives, ECAT, and internal teams; including VIP cases from Tier 3 – implementing action plans for failure points.

Tracking failures for Schedule G and creating/managing action plans to correct

Working with Tier 3 on coordinating for focus groups for gathering data for Engineering

Expert Excel ad hoc reporting (pivot tables & charts/graphs)

Active case monitoring for quality standards and compliance to existing processes, policies, and procedures