求人検索
この求人の 取扱い会社 |
マイケル・ペイジ・インターナショナル・ジャパン株式会社/Michael Page International Japan K.K. |
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企業名 | 会社名非公開 |
職種 |
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業種 | アウトソーシング |
勤務地 |
アジア
日本
東京都
|
仕事内容 |
The Customer Service Director will lead and enhance BPO vendor management while implementing service quality strategies to deliver outstanding support for customers, sellers, and creators. This role includes overseeing a high-performing team, monitoring performance metrics, and working closely with cross-functional teams to improve operational efficiency and drive business success. Description * Team Leadership: Recruit, develop, and manage a team of customer service professionals, including operations managers, vendor relationship leads, and knowledge management specialists, to deliver exceptional support to customers, sellers, and creators. * Strategic Service Management: Design and execute strategies to enhance service delivery across contact centers, ensuring alignment across teams and effective goal implementation. * BPO Vendor Management: Oversee and collaborate with external service providers to uphold service performance standards, ensuring a seamless and high-quality experience for all stakeholders. * Training & Development: Lead initiatives to improve contact center training, quality assurance, and knowledge sharing, equipping teams with the tools needed for success. * Business Performance & Analysis: Analyze performance metrics, identify areas for improvement using data dashboards, and work with regional teams to optimize operations. * Performance Reviews & Reporting: Monitor and report on team performance, prepare for business reviews, and develop actionable strategies to drive continuous improvement. * Process Improvement: Lead initiatives to enhance governance, efficiency, and organizational capabilities, ensuring sustainable growth and operational excellence. * Escalation Management: Handle escalations effectively, resolving complex issues with a detail-oriented and flexible approach. Profile * 8-12 years of experience in customer operations, BPO vendor management, and workforce optimization. * Proven leadership in building and managing high-performing teams, with expertise in coaching, performance management, and team development. * Strong ability to build relationships with senior stakeholders, utilizing data-driven insights to drive problem-solving and operational improvements. * Native-level proficiency in Japanese and fluency in English. Job Offer Work Hours: Monday - Friday, 9 AM - 6 PM Salary: up to 15M Base + Bonus + RSU To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Michelle Rosette on +813 6832 8698. |
企業について (社風など) |
Start-up E-commerce |
英語能力 | 流暢 (TOEIC 865点以上) |
日本語能力 | ネイティヴレベル |
年収 | 日本・円 1200万円 〜 1500万円 |
給与に関する説明 | Bonus |