Call Centers Operations Executive - たばこメーカー

勤務地 東京都
雇用形態 正社員
給与 ¥6600000.00 - ¥8600000.00 (年収)
専門 サプライチェーン、購買、物流,
職種 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 Masayuki Homma
JOB ID JO-2209-474044

MANDATORY

  • Applicants must have permission to work in Japan
  • Applicants must be able to speak fluent ~ native level Japanese (Equivalent to JLPT N1)

☑外資系企業 ☑英語力が必要 ☑ハイブリッド勤務(リモートワークXオフィス) ☑フレックス勤務

[ポジション]
Call Centers Operations Executive
※6名のチームにご所属いただきます。

[事業内容・会社の特徴]
大手たばこメーカー

[仕事内容]
職務概要
As an operation executive in Caller Center Operations, you will be the one to oversee Call Centers to ensure positive trend and effective daily operations. This position requires the ability to lead the vendor in achieving the target. Also, you will provide proactive approach and method to our vendors in a fast-pased environment. The position includes engagement in performance enhancement like AHT, process adherence through grid monitoring and collaboration tasks with global teams such as SOP, improvement project, etc.

職務内容
<Management of Efficiency Metrics>
Manage and improve center performance through performance monitoring and problem resolution. Especially for efficient metrics like AHT, identify performance trends in Call Centers operations over the short to long term and work with Vendors to develop initiatives for improvement.

<Implementation of new work processes>
This role requires to closely work with teams and to implement a new work processes and guidelines based on deep understanding of existing work processes in detail at centers.

<Comply with work processes>
Through Grid monitoring and other activities, manage Call Centers operations to follow the process and procedure. Maintain high performance on process adherence by facilitating workshops and active participation in team projects. In addition, intermediate between teams and the vendor operation in order to clarify any unclear process.

<Establish a stable operation environment>
In addition to keeping the attrition rate low, you will manage the hiring quality to allocate relevant agents in the vendor operation.
Also, for better work environment eNPS in vendor operation is in scope.

<Collaboration with Call Centers Members>
Each KPI managed by members in Call Centers is linked to each other. For example, higher AHT may cause negative impact on CES. Collaboration on all aspects of KPI with internal team members and planning out effective actions are needed.

[応募資格]

  • Passionate about improving customer care and enhancing consumer experience with consumer focus.
  • Must be a self-performer/started and work with minimum guidance.
  • Strong problem-solving skills.
  • Experience in fast paced environment.
  • Able to work as a part of a dynamic team.
  • English communication skill - Conversation level
  • More than 3 years work experience in a call center supervisor role. ※こちらはあくまでも目安です。

[給与]
660万円〜860万円
(能力・経験を考慮し当社規定により決定します。)

[勤務時間]
9:00-17:30(7.5時間)10:00-16:00コアタイム
フレックスタイム制度有
Half day Friday:月間の労働時間満たしてれば金曜日半休可能。
※週2日間は在宅勤務。残りの週3日間は上司の判断になりますが、会社全体として在宅勤務を推奨しています。
現在こちらのポジションのチームはほぼ在宅勤務です。

[待遇・福利厚生]
社会保険完備、交通費支給、確定拠出年金制度、会員制福利厚生倶楽部加入、他

[休日休暇]
完全週休2日(土曜日、日曜日)、祝日、有給休暇、年末年始休暇、特別休暇、慶弔休暇、
短期傷病休暇、育児休暇、介護休暇、等

[選考プロセス]
書類選考、面接数回を予定

※ご興味をおもちいただけましたら、まずはエントリーをお願いいたします。
ご紹介できる場合は、5営業日以内に担当コンサルタントよりご連絡いたします。
詳細はその際に別途明示いたします。

Reference: JO-2209-474044
Seniority Level: Associate
Job Function: Customer Service