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Updated 2024-04-02
Activated 2024-04-02

Call Center Operations Specialist at Global Insurance Provider

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  • Staff Level
This posting is managed by: Michael Page International Japan K.K./マイケル・ペイジ・インターナショナル・ジャパン株式会社
Company Name Company is not publicly visible
Job Type
Michael Page International Japan K.K./マイケル・ペイジ・インターナショナル・ジャパン株式会社
Customer Service - Call Centre Manager/SV
Industry Insurance
Location Asia Japan Tokyo

Job Description As a Call Center Operations Control Specialist, you will be responsible for analyzing and improving the quality of the call center operations by monitoring staff's KPIs, creating training materials, checking and modifying the scripts based on company's internal regulations changes, and developing an improvement plan.


Description

As a Call Center Operations Control Specialist, you will be responsible for analyzing and improving the quality of the call center operations by monitoring staff's KPIs, creating training materials, checking and modifying the scripts based on company's internal regulations changes, and developing an improvement plan.

Among the main responsibilities:



* Create and update manuals and scripts when new sponsor calls begin or when new insurance products are launched and new clients call in
* Analyze KPIs and call center operations as well as customer feedback to improve operations by communicating with other teams to change update practices
* Creation and management of various tools such as talk scripts and FAQs. Creation and management of training materials for staff
* Compliance: Manage and maintain best practice of the call center in accordance with internal regulations and compliance policies, by changing the call center scripts.
* Managing inhouse call center personnel and outsourced vendors BPO - need to check BPO KPIs and quality as well



NOTE: the same position is open also in Okinawa


Profile

The successful candidate has spirite of initiative, is passionate about making a difference and contributing to the operational excellence of the company, and is eager to using their communication skills to create a great and excellent Team environment.

To be able to succeed in this position, the candidate needs to possess the following credentials:



* Experience in a call center (outbound) operations
* Knowledge of the Insurance industry
*

利用者マニュアル・FAQの作成・更新経験

* Great communication skills that will be used to communicate with different team members
* Fluent / Native level of Japanese (both verbal and written)
* English language skills are a plus
* Skilled in Excel and Powerpoint
* Experience in office planning is a plus



NOTE: needs to be residing in Japan and be eligible to work


Job Offer

* Great Team environment, a mix of western and Japanese style
* Performance-based bonus paid once a year

* Possibility for internal transfers to other positions after a while
* Great work-life balance with remote work allowed


To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Davide Capretta at +81 3 6832 8675.
Company Info Our client is a major global insurance provider with a presence in more than 50 countries.
Job
Requirements		 The successful candidate has spirite of initiative, is passionate about making a difference and contributing to the operational excellence of the company, and is eager to using their communication skills to create a great and excellent Team environment.

To be able to succeed in this position, the candidate needs to possess the following credentials:


-Experience in a call center
-Knowledge of the Insurance industry
-Great communication skills that will be used to communicate with different team members
-Fluent / Native level of Japanese (both verbal and written)
-English language skills are a plus
-Skilled in Excel and Powerpoint
-Experience in office planning is a plus

NOTE: needs to be residing in Japan and be eligible to work
English Level Daily Conversation Level (TOEIC 475-730)
Japanese Level Native Level
Salary JPY - Japanese Yen JPY 6000K - JPY 11000K   
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Call Center Operations Specialist at Global Insurance Provider

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