Summary Operation Support Supervisor supervises day-to-day activities of all Operation Support Agents and the Operation Support Translator. Provides staff with assistance and guidance as well as develops and implements initiatives targeting continuous performance and quality improvements. Requirements Ability to multi task in a fast-paced environment Flexibility and willingness to independently navigate areas of unfamiliarity Strong word processing and other computer skills Independent worker (i.e., takes initiative and works well with little supervision) Efficient and productive Knowledge of the entertainment software industry Fluent in both Japanese and English Able to keep data and information confidential Essential Duties and Responsibilities Assesses and evaluates learning solutions by performing quantitative and qualitative root cause analysis Researches trends, analyzes data and monitors service performance for the Community and Service division Collaborates with department managers, as must review Quality Assurance metrics and ensure a consistent customer experience Acts as a communicator between Japan, Europe, and US office to relay any information that impacts online or offline services Translates various documents, which consists of news article translation that will be uploaded to a live web site. Additionally, is responsible for updating and maintaining procedures for Information Center and Game Master Groups Create, updates and maintains procedures for Operations Support, Information Center and Game Master groups Creates and implements "best practices" training Leads continuous process improvements to increase efficiency of call center operations to ensure that company goal levels are achieved Plans, organizes, and controls resources for optimal delivery of excellent customer service Serves as primary liaison between other departments and Operations group Spearheads and maintains project plans that outline cost saving analysis and benefits for all process, tool and customer service improvement projects Maintains confidentiality of all proprietary information including but not limited to customer account information and network information Other related duties as required Education and/or Experience Minimum High School graduate; BA or BS college degree from an accredited college preferred 2-4 years call center related experience 1 - 2 year of supervisory experience or equivalent combination of education and experience 1 year professional Japanese translation experience (not required, but a plus) Project Planning skills and experience preferred Strong math skills which includes the ability to provide analysis of contact center data required Interest or knowledge of the video game industry preferred