Operations Manager | Leading High-Impact Call Center | 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.の求人詳細

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更新日 2025-04-25
掲載開始日 2025-04-25

Operations Manager | Leading High-Impact Call Center

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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.
企業名	会社名非公開
職種	カスタマーサービス - コールセンター管理/オペレータ管理/スーパーバイザー
業種	アウトソーシング
勤務地	アジア日本
仕事内容	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
企業について（社風など）	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.
英語能力	ビジネス会話 (TOEIC 735-860)
日本語能力	流暢（日本語能力試験1級又はN1)
年収	日本・円 850万円〜 900万円