Operation Manager (Call Center, Customer Service) - IT Company

勤務地 Tokyo, Japan
職種 正社員
給与 ¥10000000.00 - ¥14000000.00 per annum
専門 サプライチェーン、購買、物流,
Sub-specialization カスタマーサービス, コールセンターオペレーション,
お問合せ Linfeifei Fan
参照 JO-1906-419437
see Linfeifei's jobs

[Company Description]
Global IT Company

[Responsibilities]

  • Manage a team of up to 15-20 team leaders and an overall operations team of between 220 and 250 employees. The initial scope will include 5 team leaders and about 60 associates.
  • Drive client happiness via end to end management of client requirements from the program including but not limited to requirements gathering, scope and capacity management, SLA /KPI compliance, contractual compliance, process integrity, process improvement and change management
  • Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future company leaders including succession planning.
  • Drive high quality delivery whilst ensuring productivity targets are met
  • Analyze the key nuances of the business to identify trends and proactively take action to eliminate root cause of escalations

[Requirements]

  • 12+ years of overall experience with at least 5 years of experience leading a services organization e.g. customer service, technical troubleshooting, digital marketing, gaming support services, among others in a global environment,
  • Handled a team of at least 50+ employees in a services organization
  • Excellent written and verbal communication skills Japanese & English, both remotely and face to face.
  • Proven evidence of success in operations management, quality management and process improvement
  • Proven experience of managing and developing two levels of management and their direct reports.

[Preferred Knowledge, Skills and Abilities]

  • Advanced degree /Master's Degree (Math, statistics, Engineering, Science, Business) from an accredited university with 8+ Years of similar experience.
  • MBA from a top tier B-School is a plus.
  • Prior experience in a BPO / KPO 3rd party services setup
  • Experience working in Global team environment with multiple time zones
  • Six Sigma Black belt, PMP or similar certification

[Employment Type]
Full time

[Salary]
10 Million yen ~ 14 Million yen

[Location]
Tokyo



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