コールセンターオペレーション監督/ Call Centre Operations Supervisor

A global consumer goods company is searching for a Call Centre Operations Supervisor. The chosen candidate will oversee all aspects of call centre performance, ensuring effective daily operations and positive trends. This is a hybrid setup role.

Responsibilities:

• Oversee all aspects of call centre performance to ensure positive trends and effective daily operations
• Proactively lead vendors in achieving targets and solving challenges
• Engage in call centre's KPIs and their enhancement, project management, and execution in line with requirements
• Monitor quality metrics such as CSAT and NPS to maximise customer satisfaction
• Manage CSC operations through Grid monitoring to follow company-defined processes and procedures
• Monitor performance KPIs to ensure that SLAs are consistently met
• Develop tactical action plans and provide actionable feedback to improve efficiency and effectiveness
• Work closely with internal and external WFM Leads to understand the inbound forecast and WFM status

Requirements:

• Bachelor’s degree or above
• Experience in call centre supervisor position (inhouse centre management experience is preferred)
• Experience in Call Centre’s KPIs and structure
• Call centre vendor management background
• Passionate about improving customer care and enhancing consumer experience with consumer focus
• Fluent level Japanese; conversation level English is a plus

Benefits:

• 3 days WFH
• Full Flex. 7.5 hrs/day

About the Company:

An international consumer goods company that is well-known for manufacturing and selling tobacco products around the world. With a diverse workforce and a large market share, this is an excellent place to work.

Keywords:

消費財, FMCG, コールセンター, オペレーション, 経営, 外資系

2131380/001