スキルハウスの採用情報
Operations Manager (BPO/Call Center/Customer Support)
役職：
Operations Manager (BPO/Call Center/Customer Support)
雇用形態:
正社員
給与:
勤務時間:
Japanese Level - Advanced (JLPT Level 1),English Level - High Intermediate (TOEIC 730)
職務内容
A Global Business service firm is seeking an Operations Manager (BPO / Call Center / Customer Support) to report to their Service Delivery Director. The Operations Manager is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring the Client Service Level Agreement and financial expectations are achieved. Locations include Tokyo, Fukuoka, Osaka, Hokkaido & Okinawa and relocation support or Work from Home options can be available depending on assignment.
Responsibilities:
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
- Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
- Create and maximize relationships with client partners
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
- Participate in cross functional meetings to review information received from operational support functions
- Training, HR, Quality, WFM, TA and partner to define action plans that resolve issues and drive continuous improvement
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
- Attend business reviews with the client
Required Skills:
- Excellent communication skills (English & Japanese), both written and verbal. Ability to effectively present information to internal and external associates
- Experience in working BPO/Contact Centers/Customer Support
- Experience in performance management, KPI management
- Work well under pressure and follow through on items to completion while maintaining professional demeanor
- Demonstrated ability to mentor, coach and provide direction to a team of employees
- Willingness to work a flexible schedule
Why should you apply:
- Great salary and Hybrid workstyle
- Global workforce with opportunities to work with multiple clients
- A financially concrete NASDAQ listed company with 300,000 employees
Company Overview:
A global business services company specializing in customer engagement and business process outsourcing. Operating in over 40 countries, it delivers innovative solutions across industries such as technology, healthcare, retail, and finance.
Working Hours: 09:00 - 18:00 Mon-Fri
Working Style: Hybrid
Holidays: Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays etc
Services/Benefits: Transport, Insurances, Pension etc
