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Updated 2020-11-19
Activated 2020-11-19

Operations Manager

  • ★★★★ Manager Level
  • Women Welcome
  • No transfer
Company Name
Employer

TDCX Japan

Job Type
TDCX Japan
Customer Service - Call Centre Manager
Customer Service - Other
Industry Other
Location Asia Japan Tokyo Minato

Job Description As an Operations Manager, you will accountable for the following areas.

[Metrics Accountability]
- Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.
- Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.
Monitor costs and losses incurred by managing team’s contribution to the greater Customer Experience budget.

[Employee Happiness]
Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the mission of our client into meaningful and clear goals.
Keep a regular and open line of communication with Leads to support and influence as needed.
Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with CX leadership, direct reports and other business partners.

[Strategy & Planning]
Translate client company goals into clear and comprehensive directives for team. Support direct reports as they implement new directives.
Use learnings from team members to identify opportunities and advocate for product improvements that support the team’s strategy and the needs of the customer.
Keep an active look out for risks, potential gains and issues to anticipate advancements and opportunities to advance the team’s goals.

[Special Projects]
Lead and/or participate in CX-specific and/or client company wide projects that may be assigned by leadership.
Seasonal or Special projects based on the needs of the team or the customer.
Company Info We serve some of the world’s best brands from our centers of excellence in Singapore, Philippines, Malaysia, Thailand, Hong Kong, China, Japan and Spain. We specialize in perfecting our client's customer experience and elevating their sales.

We are guided by a talent philosophy - selecting and employing the best professionals to make the outsource industry better for our people and our clients.

Our company has won over 200 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.
Working Hours 9: 00-18: 00
* 8 hours of actual work + 1 hour of break
* Overtime is within 20 hours per a month
Job
Requirements
[Must]
Basic PC skills (report writing, etc.)
Business level or above English
Over 30 people with management experience

[Welcome conditions]
Any managerial experiences
* We are looking for people who have experience in managing a large number of people in sales departments, management departments, stores, etc.
Call center SV Experience with 50 or more people
English Level Business Conversation Level (TOEIC 735-860)
Japanese Level Native Level
Salary JPY - Japanese Yen JPY 7000K Over   
Other Salary
Description
Annual salary: 7 million yen or more
* The decision will be made in consideration of your experience.

Social Insurance
Complete with social insurance
Commutation Allowance (up to 50,000 yen per month)
No Dress code
Learning and Development
Various events (Christmas party, etc.)
Free drinks available
Holidays Complete weekly two-day system (Saturday and Sunday)
paid holidays
Condolence vacation
Childcare leave
Nursing care leave
Job Contract
Period
Contract employee
Trial period: 3 months
Working conditions are the same as this recruitment
Nearest Station 3 minutes walk from "Daimon Station" on the Toei Asakusa Line and Oedo Line
4 minutes walk from "Shibakoen Station" on the Toei Subway Mita Line
7 minutes walk from "Hamamatsucho Station" on the JR Yamanote Line and other lines and "Monorail Hamamatsucho Station" on the Tokyo Monorail
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