POSITIONS

 
Japan
TBG-017900

Company:

Consumer Goods & Retail

Position:

3-15 Head of Call Center / コールセンター担当責任者

Salary(¥):

10-14 million

Responsibilities

1. Lead and manage a team of remote Operations and Customer Service Managers.
2. Maintain required remote staffing levels.
3. Ensure high quality and productivity within the virtual contact center.
4. Carry out supervisory responsibilities in accordance with company's policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
5. Create a strategic road map spanning multiple years for the Home-Based Agent Virtual Contact Center expansion
6. Recommend, create, and oversee the business case for the continued operational expansion.
7. Lead project teams that include representatives from Finance, Finance, HR, Legal, Technology, etc.
8. Drive creation of schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.

Requirements

1. Bachelor’s degree or significant comparable experience in the CS sector.
2. 5+ years of relevant experience in project management/senior leadership.
3. 5+ years of relevant experience in customer service.
4. Experience leading teams to deliver cross functional projects.