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Operations Manager

Operations Manager

SuperStaffJapan
30+日前
職務内容の詳細

Comprehensive BPO, RPO, and Call Center Outsourcing Solutions for Growing Businesses

The Role

  • Team Management : Responsible for managing and developing the operational team, including recruitment, training, and performance evaluations of team members.
  • Resource Management : Manage human resources, technology, and infrastructure to support an efficient Customer Care operation.
  • Performance Monitoring : Continuously monitor and analyze Customer Care performance, including service levels, productivity, efficiency and quality.
  • Process Development : Design, develop, and implement efficient and effective operational processes to meet Vendor KPIs.
  • Client Relations : Build and maintain strong relationships with Vendor, serving as the primary contact for communication regarding Customer Care operations.
  • Crisis Management : Be prepared to address and handle emergency situations or sudden changes in Customer Care operations.
  • Reporting and Analysis : Compile routine performance reports and analyze data to identify improvement opportunities and take necessary actions. Reporting to Vendor on a timely manner and data point of teams situations that may impact to team performance or impact to overall operations
  • Compliance and Quality : Ensure Customer Care operations comply with relevant regulations and quality standards.
  • Continuous Improvement : Engage in continuous improvement initiatives to enhance efficiency, productivity, efficiency and client satisfaction.

Ideal Profile

  • Candidates must possess at least a Diploma or a Bachelor's Degree.
  • Ability to multitask, set priorities and manage time effectively
  • Familiarity and experience with a smartphone, online shop and other online apps
  • Detail-oriented person
  • The candidate must have a service-oriented attitude
  • An outgoing person who is friendly but remains professional
  • Willingness to work on a shift, including working on a holiday
  • Knowledge of customer service practices and principles
  • A focused attitude for solving customer’s issues quickly and comprehensively
  • Customer focus and adaptability to different personality types
  • Ability to deal with stress and work pressure
  • Native speaker for Japan with B1 / B2 English skill
  • Ability to multitask and highly adaptive to constantly changing environment Excellent oral, written and interpersonal communication skills
  • Ability to effectively manage cross-functional projects. A strong customer-service oriented mindset sets the tone for team members
  • Ability to provide quick solutions for operational issues
  • Intermediate to advanced reporting skills
  • What's on Offer?

  • Work within a company with a solid track record of success
  • Excellent career development opportunities
  • Leadership Role
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