JOB DETAILS

JOB DETAILJob Details

・Take ownership for team result and provide leadership in continuously monitor the traffic & highlight discrepancies and take actions on spot if needed to achieved the company’ goals and service level

・Understand development need of your team members and able to identify performance gaps, in order to provide coaching support

・Be an effective change manager for business continuous improvement and supportive of improvement opportunities identified by others.

・Act as a role model to ensure the proper and effective implementation of new and existing company policy & procedure.

・Driving team engagement and create a safe and open environment where regular feedback is encouraged

・Understand & analyze traffic reports, proactively make suggestions for improvement.

・Monitor team attendance, document infractions and implement corrective action.

・Assist with planning/organizing the proper coverage & align staffing.

・Supervise the quality assurance process and related training of staff members to ensure quality customer service.

・Participate in recruitment activities (screening, interviewing).

・Act as a backup of Operations Manager if needed.

REQUIRED WORK EXPERIENCERequired

✓Excellent command in spoken and written English and Japanese

✓At least 2-3 years of working experience in people management in BPO or contact center (must have)

✓Proficient in MS office and call center equipment/software programs.

✓Strong analytical/presentation skills.

✓Able to thrive under pressure, and have experience handing the most critical of customer escalations with calm and respect.

✓A desire to help others work towards targets and develop their skills.

✓Possess excellent time management and multi-tasking skills.

✓Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance.

✓Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other stakeholders.
Must be able to handle multiple projects and effectively manage different timelines.