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Updated 2025-04-25
Activated 2025-04-25

Operations Manager | Leading High-Impact Call Center

NEW
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 Outsourcing
Location Asia Japan

Job Description The Operations Manager is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring the Client Service Level Agreement and financial expectations are achieved.
Assignment(Project) can be determined based on the skills, location and background/experiences


Description

・ Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
・ Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
・ Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organizationʼs policies and applicable legal requirements
・ Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
・ Create and maximize relationships with client partners
・ Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
・ Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
・ Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
・ Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and partner to define action plans that resolve issues and drive continuous improvement
・ Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
・ Attend business reviews with the client


Profile

・ Excellent communication skills (English & Japanese), both written and verbal. Ability to effectively present information to internal and external associates
・ Experience in working BPO/Contact Centers/Customer Support (#years: flexible)
・ Experience in performance management, KPI management
・ Work well under pressure and follow through on items to completion while maintaining professional demeanor
・ Demonstrated ability to mentor, coach and provide direction to a team of employees
・ Willingness to work a flexible schedule


Job Offer

- Flexible Work Arrangements

- Focus on Personal and Professional Development

-Culture of Innovation and Inclusion

-Comprehensive Benefits Package
Company Info A global leader in customer experience solutions, this company partners with some of the world's most well-known brands to design, build, and run seamless customer journeys. Operating in over 70 countries, it delivers services across multiple industries, including healthcare, technology, finance, and retail.

Driven by a culture of innovation and inclusivity, the organization emphasizes employee growth, operational excellence, and community engagement. It offers flexible work environments, comprehensive training programs, and career development opportunities. With a strong focus on transforming business performance and enhancing the customer experience, it consistently earns recognition as a top employer in the industry.
English Level Business Conversation Level (TOEIC 735-860)
Japanese Level Fluent(JLPT Level 1 or N1)
Salary JPY - Japanese Yen JPY 8500K - JPY 9000K   
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