* You need to have Japanese language skill in spoken and written at business level. (such JLPT score above N2 level)
- Contact centre experience. - Performance development and coaching skills to develop people. - Ability to think strategically and a clear ability to turn the strategy into operational plans. - Understanding of the critical success factors for a customer support centre. - Extensive experience in change management. - Sound understanding of business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment. - Proven experience of being a valuable contributor to customer satisfaction and business unit results. - Self-reliant and motivated with a proven ability to work as part of a team as well as independently. - Self-confident with the ability to influence through the use with customer insights. - Know how to manage and develop complex processes. - Strong organisational skills and the ability to prioritise. - Proven record of successful leadership in a people-centric organisation.
'- Contribute to the creation of the unit action plan and implement the appropriate actions in the area of responsibility. - Plan required resources and investments in order to achieve operational excellence in line with customer expectations and service level goals. - Ensure required service agreements are in place to secure operations and performance according to business needs. - Support the dimensioning process as an enabler to meet service level goals. - Responsible for ensuring that the department works ethically and in compliance with internal regulations and legislation including: consumer protection, risk, environment, health and safety. - Ensure a customer focused culture in all non face-to-face contacts and secure a positive and seamless customer experience. - Ensure the building of business competence by supporting managers in setting and working on relevant goals and agreed development plans - Benchmark with other units and the contact centre industry in general in order to get best practice and good ideas for developing the business. - Build relations to stakeholders within country and global organisation to gain and share experience and knowledge essential to the unit to remove obstacles. - Identify and develop the many talents within the department to secure succession planning.
You will report to Country Customer Support Centre Manager.
ABOUT THIS WORK AREA
Operation Manager (Customer Support Centre ) Full Timer (40hours/week)
To support a seamless customer journey by offering an inspiring and rewarding customer experience with great quality for all non face-to-face contacts. Provide fast and easy support in every customer contact to fulfill customers' expectations. Ensure that optimal staffing is meeting customer and co-worker expectations. Ensure the customer support processes are followed.