募集要項
- 募集背景
- A global consumer goods company is searching for a Call Centre Operations Supervisor. The chosen candidate will oversee all aspects of call centre performance, ensuring effective daily operations and positive trends. This is a hybrid setup role.
- 仕事内容
-
A global consumer goods company is searching for a Call Centre Operations Supervisor.Responsibilities:
* Oversee all aspects of call centre performance to ensure positive trends and effective daily operations
* Proactively lead vendors in achieving targets and solving challenges
* Engage in call centre's KPIs and their enhancement, project management, and execution in line with requirements
* Monitor quality metrics such as CSAT and NPS to maximise customer satisfaction
* Manage CSC operations through Grid monitoring to follow company-defined processes and procedures
* Monitor performance KPIs to ensure that SLAs are consistently met
* Develop tactical action plans and provide actionable feedback to improve efficiency and effectiveness
* Work closely with internal and external WFM Leads to understand the inbound forecast and WFM status
Requirements:
* Bachelor's degree or above
* Experience in call centre supervisor position (inhouse centre management experience is preferred)
* Experience in Call Centre's KPIs and structure
* Call centre vendor management background
* Passionate about improving customer care and enhancing consumer experience with consumer focus
* Fluent level Japanese; conversation level English is a plus
Benefits:
* 3 days WFH
* Full Flex. 7.5 hrs/day
- 応募資格
-
- 必須
- Experience in call centre supervisor position (inhouse centre management experience is preferred)
- 歓迎
- Experience in Call Centre's KPIs and structure
- 雇用形態
- Permanent
- 勤務地
- Tokyo
- 年収・給与
- JPY9,000,000.00 - JPY11,000,000.00 per annum
