Role & Responsibilities:

• Ensure agent adherence to policies for attendance, established procedures etc.

• Help team members reach their highest potential through effective one on one coaching and group training

• Administer training programs for existing staff when needed

• Work with management on refining and scheduling appropriate training sessions

• Develop short training documents that support call center operations

• Answer questions from staff and provide guidance and feedback

• Manage by walking around. Be visible to answer questions.

• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.

• Keep staff motivated and engaged

• Motivate and encourage agents through positive communication and feedback

• Develop contests, awards and themes that increase agents’ loyalty and focus.

• Good presentation skills

• Produce a quarterly Strategy Presentation outlining your team’s performance, growth and recommendations for additional growth and improvement

• Analysis of trends, emerging issues and factors affecting subsidiary performance

• Devise and/or recommend ways to optimize procedures

• Keep management informed on issues and problems

• Prepare monthly/annual results and performance reports

• Create a detailed plan of the way in which you plan to impact your team’s day-by-day performance

Requirement:

• N1 holder, excellent Japanese communication skills (Speaking, Listening, Reading and Writing)

• English B2

• Experience in Customer Service roles or any relevant roles is an advantage.

• University/Colleges required.

• 2 years minimum supervising/leading a team.

• Experience in a high-growth organization strongly preferred.