Operations Manager (Tiếng Nhật)

- Performance management through top Quartile, Middle and Bottom Quartile segregation and identifying training and coaching needs.
- To be the Key contact for all problems and queries with specific business assigned.
- Identify and drive continuous improvements and initiatives in process
- Responsible for following agreed governance model, escalation & communication plan
- Collaborate with internal teams.
- Oversight of team – organizes resources, sets goals, carries out strategy from Executives
- To ensure training of new staff on the corporate policy rules to be adhered to
- To monitor and document work schedule of staff and absences.
- Ensure that all audit related issues are brought to a close
- To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules
- Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
- Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates
- and client on a day to day basis; reporting responsibilities
- To ensure that all internal customer queries are followed up on a timely basis
- Establishing and managing relationship with stakeholders
- To ensure team members achieve agreed standards in relation to their job assignments.
- Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
- Coach & mentor Team lead so that they are able to manage their teams better
- Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction

- Working under the pressure
- Fluency in English (Speaking, listening, writing and reading). working 100% English.
- University/Colleges required.
- Need to have any 3rd language (Mandarin, Japanese & Korean).
- 5 years minimum supervising/leading a team of 50 or more people, in a call center/contact center environment.
- Experience in a high-growth organization strongly preferred.

Cập nhật gần nhất lúc: 2023-06-06 11:05:10