POSITIONS

 
Japan
TBG-017998

Company:

Consumer Goods & Retail

Position:

4-19 CS Call Center Group Manager / CS コールセンターグループマネージャー

Salary(¥):

7-10 million

Responsibilities

1. To ensure that associates are supported to deliver a world class experience.
2. To ensures that Team Manager priorities and tasks are aligned to supporting associates.
3. To be an escalation point for your Team Manager and their people to take action on issues or barriers impacting the customer experience and will lead Kaizen events to solve people or customer issues.
4. Represent your team in the wider business, being accountable for creating the input, actions and representation of team performance in standard meeting routines such as metric calls.
5. Be a key partner for business teams when operational points of contact to co-ordinate launches, messaging or reviews are required.
6. Understands and owns the controllable elements of service level delivery.
7. Ability to use data and insights to prepare metric reviews.
8. Leads and participates in Kaizen events to improve the customer and associate experience.

Requirements

1. Bachelor’s degree or equivalent experience.
2. People management is Must.
3. 2+ years project management experience.
4. 3+ years’ experience in leading teams.
5. Knowledge of Six Sigma/Lean processes.
6. Absolute passion for ensuring a great customer experience.
7. Ability to work in an ambiguous, fast paced environment.
8. Data manipulation and analysis experience.
9. Fluent Japanese (Conversation, Writing) and Business Level English Communication, (Conversation, Writing)