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Updated 2020-02-18
Activated 2020-01-17

Operations manager for an international online travel agency

  • ★★★★ Manager Level
This posting is managed by:
Recruiter
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 - Customer Support
Industry Tourism/Hotels, Lodging/Restaurant, Food Services
Location Asia Japan Tokyo

Job Description You will be responsible for all operations KPI's, Customer satisfaction and high team morale.


Description

Project Performance

* Understand the scope and objectives of the service team ensuring successful achievement of targeted performance goals.
* Develop procedures and process to establish an effective workflow of the service team
* Make sure all necessary operational reports are available for client and internal reviewing, and analyze the reports to identify opportunities for improvement
* Conduct regular meetings effectively to discuss the operations issues, document meeting minutes and action items

Project financial performance:

* Responsible for team budget design, review gross margins reports on a monthly basis, and identify rooms for better profit margin

Staff Development:

* Provide support and guidance to call center supervisors and team leaders on daily operations issues
* Coach and develop call center supervisors and team leaders to ensure they have sufficient skills and knowledge carry out job duties pertaining to the project
* Monitor and review performance of supervisors and CSRs and provide feedback to them

Team building:

* Establish motivational organism to main high team morale and drive a high level of performance.

Internal coordination:

* Coordinate with support functions including procedure, QA, transition, global operation, training and HR to ensure the team has sufficient resources to complete tasks.


Profile

* You have proven record of success in customer service team management
* You have minimum 10 years experience in call center with minimum 5 years management experience
* You have a native level of Japanese with a fluent level of English
* COPC experience is preferred


Job Offer

You will receive a competitive salary with plenty of advantages.


To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Mathieu Amand on +813 3 6832 8927
Company Info Our client is one of the largest online travel agency / travel services provider in the world.
English Level Business Conversation Level (TOEIC 735-860)
Japanese Level Native Level
Salary JPY - Japanese Yen JPY 5000K - JPY 7000K   
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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

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Operations manager for an international online travel agency

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