HTOチームリーダー /HTO Team Leader

A global IT consulting company is hiring an HTO Team Leader. The selected candidate will manage a team of agents, oversee daily operations, and ensure compliance with performance and quality standards. This is a long-term direct contract role.

Responsibilities:

• Lead and manage a team of 15–20 agents to achieve daily KPIs
• Mentor team members and support career development
• Monitor and report on volumes, quality, and performance metrics
• Deliver coaching based on QA analysis and performance data
• Identify training needs and support continuous improvement initiatives
• Ensure compliance with SLAs, internal policies, and client expectations
• Collaborate with non-operations teams for seamless business continuity
• Maintain confidentiality and meet strict deadlines

Requirements:

• Prior team management or supervisory experience
• Proven experience in performance and people management
• Skilled in SLA management, coaching, and reporting
• Ability to handle sensitive and explicit content
• Fluent level Japanese; business level English

About the Company:

A business services firm providing efficient and cost-effective business and IT solutions to high ticket clients all over the globe. The company’s vast global operations are supported by a workforce numbering in the hundreds of thousands.

Keywords:

チーム管理, SLA管理, デジタルサービス, パフォーマンスマネジメント, コーチング, クライアント対応

Job Ref: XU7GBI