【英語を活かす】コールセンターオペレーション監督/ Call Centre Operations Supervisor 外資系消費財メーカーの転職・求人情報 30954789

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)

事業内容・会社の特長: An international consumer goods company that is well-known for manufacturing and selling tobacco products around the world. With a diverse workforce and a large market share, this is an excellent place to work.

Keywords:

消費財, FMCG, コールセンター, オペレーション, 経営, 外資系

2131380/001