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  2. Tokyo Job seeking
  3. Call Center Manager

Call Center Manager

800 〜 1250 ten thousand JPY

  • RGF HR Agent
  • Location: Tokyo
  • Japanese level:Fluent │Required length of experience:Uncategorized
  • Close
Date:2020/06/09~2020/12/06

Job summary

Job category Sales / Clerical / Planning / Logistics/Call Center / Customer Support
Industry IT / Communications / Internet/ Communication Services
Employment type Uncategorized
Position level Other
Number of openings 1
Desired entry time -
Required language skill

English (Fluent)

Japanese (Fluent)

Foreign language competence -
Working hours Others
Welfares / Leave systems
Assistance in visa application -
Number of foreign employees -

Work details

Company Overview
Global Customer Company

Job Description
Job Summary / Overview

• Responsible for work environment, client satisfaction and profitability of a program by being the leader of the line of business unit integrated by Supervisors and agents
• Manages and develops a team of assigned Supervisors to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education.
• Supports and performs delegated responsibilities of the Contact Center Manager, working to achieve strategic financial and operational objectives and deliver commitments to client.

Key responsibilities
• Transmit Teleperformance values through leading by example and demonstrating DNA in every interaction.
• Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired operational margin.
• Be the model and champion for penetrating data-driven management practices deep into the TP organization and supervisors daily performance.
• Develop direct reports and potential Operational leaders, mentoring and coaching them to master new Teleperformance TOPs based methodologies, best practices, and effective call center management skills.
• Manage on Client´s escalations process, providing quick response and effective solutions to real time issues.
• Lead weekly and monthly business reviews with client, anticipating issues with well prepared action plans.
• Collaborate proactively and in close coordination with key stakeholders such as Human Resources team, Learning and Development team, regional Workforce Management team and COEs to promote and effectively implement Teleperformance Standard Operating Procedures and Best Practices, and to meet client deliverables.
• Share ownership of agent recruitment, screening and interview process to ensure high quality agents hires with required competencies and ccess attributes, and contribute to attrition and attendance targets.
• Support ESAT by introducing and enhancing new employee engagement, and recognition and rewards inititiatives, working with AM, WFM, HR, Payroll and other departments to increase employee retention.
• Take strong ownership of Training, Coaching, and Quality assurance issues to meet SLA commitments.
• Lead regular meetings such as DSM, ISM, ELPs, and Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned.
• Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately
• Manage a healthy program performance scorecard based on annual strategic plan of the country market

Requirements
Work Experience
• BPO experience preferred, or deep involvement with outsourced call center organizations.
• 5 – 10 years on a management position, preferably from the contact center industry at supervisor or manager level, with retail customer focus
• Extensive experience working with call center KPI management and performance transformation
• Experience with client or 3rd party partners
• SOP best practice introduction and Process improvement experience such as Lean Six Sigma

Competencies / Specific Skills
• Language and business skills – Native Japanese and Competent English
• Interpersonal and Communications skills
• Problem solving and Analytical ability
• Leadership skills
• Management skills / Planning and organizing
• Customer service oriented
• Flexibility / Resilient/ Stress tolerance
• Job motivation
• Team building /teamwork
• Time management
• Coaching skills
• Results oriented
• KPI knowledge and understanding
• Strong ability to multitask
• Collaboration with multiple groups within the business

About interview

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Name of person in charge of hiring:

Call Center Manager

RGF HR Agent

800 〜 1250 ten thousand JPY

Close

Company overview

RGF HR AgentCall Center Manager RGF HR AgentCall Center Manager

RGF HR Agent

Human Resources / Education / Consulting / Professional Services /Staffing / Recruiting

RGF (Recruit Global Family) is the overseas corporation of Recruit Holdings Co., Ltd., Japan's largest talent comprehensive service and information service group enterprise, has started for more than 50 years, based on excellent business philosophy and management experience. Transcend national borders, we will discover new opportunities and possibilities worldwide.
RGF HR Agent provides solid support for the hiring activities of companies and the job-hunting activities of applicants as a general HR service company.
We provide not only regular recruitment but also RPO (Recruitment Process Outsourcing), contracts and so on. We deliver comprehensive services that could only be offered by RECRUIT=RGF, which is number one in Japan in the field of talent introduction, temporary staffing and recruitment information advertising. Having thoroughly met the needs of leading companies in Japan, we will also provide our consummate, high-quality services overseas. RECRUIT=RGF, which is number one in Japan, will continue taking on the challenge of becoming number one in the world.

JAPAN: RGF HR Agent Japan (CDS)
Address: 東京都渋谷区広尾1-13-7恵比寿イーストビル2F
TEL (+81)3-6422-4400
Website: http://www.rgf-hragent.asia/en/japan

CHINA: RGF HR Agent (Shanghai)
Address: 上海市淮海中路8号 蘭生大厦9F
TEL (+86) 21 5331 8000
Website: http://www.rgf-hragent.asia/china

CHINA: RGF HR Agent (Suzhou)
Address: 蘇州市工業園区蘇州大道西1号 世紀金融大厦1615室
TEL (+86) 512 6262 3595
Website: http://www.rgf-hragent.asia/china

CHINA: RGF HR Agent (Beijing)
Address: 北京市朝陽区東三環中路39号建外SOHO,A座902室
TEL (+86) 10 5869 0121
Website: http://www.rgf-hragent.asia/china

CHINA: RGF HR Agent (Tianjin)
Address: 天津市和平区南京路189号津汇広場一号楼1106单元
TEL (+86) 22 2331 1169
Website: http://www.rgf-hragent.asia/china

CHINA: RGF HR Agent (Dalian)
Address: 大连市高新技术产业园区黄浦路537号(七贤路)泰德大厦811室
TEL (+86) 411 8445 7095
Website: http://www.rgf-hragent.asia/china

CHINA: RGF HR Agent (Guangzhou)
Address: 广州市天河区林和西路161号 中泰国际广场A塔1309室
TEL (+86) 20 8527 4585
Website: http://www.rgf-hragent.asia/china

CHINA: RGF HR Agent (Shenzhen)
Address: 深圳市罗湖区嘉宾路2018号深华商业大厦2507室
TEL (+86) 755 8237 5208
Website: http://www.rgf-hragent.asia/china

HONGKONG: RGF HR Agent Hong Kong Limited
Address: Unit 2206, 22/F, Wu Chung House, 213 Queen’s Road East, Wan Chai, Hong Kong
TEL (+852) 2537 2557
Website: http://www.rgf-hragent.asia/en/hongkong

VIETNAM: RGF HR Agent Vietnam Co., Ltd.
Address: RM903 Central Plaza 17 Le Duan St., Dist 1 Ho Chi Minh City
TEL (+84) 8 3911 5800
Website: http://www.rgf-hragent.asia/en/vietnam

THAILAND: RGF HR Agent Recruitment (Thailand) Co., Ltd.
Address: 689 BHIRAJ TOWER at EmQuartier, 23rd Floor, Room No. 2304-2306 Sukhumvit Road, North Klongton Sub-District, Vadhana District, Bangkok 10110
TEL (+66)2-021-0333
Website: http://www.rgf-hragent.asia/thailand/

SINGAPORE: RGF HR Agent Singapore Pte. Ltd.
Address: 71 Robinson Road #05-04 Singapore 068895
TEL (+65) 6221 7437
Website: http://www.rgf-hr.com.sg/

INDIA: RGF Select India Private Limited
Address: 704-705-706, 7th Floor, Vatika City Point, MGRoad, Gurgaon 122002
TEL (+91)124 4139711
Website: http://www.rgf-hragent.asia/en/india

INDONESIA: PT. RGF Human Resources Agent Indonesia
Address: Jakarta Office: Graha Pratama, P1F (21F), Jl. M.T.Haryono Kav. 15, Jakarta 12810, Indonesia
TEL (+62) 21 8378 2866
Website: http://www.rgf-hragent.asia/en/indonesia

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