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  1. 日本語を使って働きたい人のための求人サイト
  2. 東京 で仕事を探す
  3. Call Center Manager

Call Center Manager

800 〜 1250 万円

  • RGFタレントソリューションズ株式会社
  • 勤務地: 東京
  • 日本語レベル:流暢に話せるレベル │実務経験:未分類
  • 掲載終了
掲載期間:2020/06/09~2020/12/06

仕事概要

職種 営業、事務、企画、物流系/コールセンター、カスタマーサポート
業種 IT、通信、インターネット/ 通信サービス
雇用形態 未分類
ポジションレベル その他
募集人数 1名
希望入社時期 -
必須語学力

英語 (流暢に話せるレベル)

日本語 (流暢に話せるレベル)

活かせる語学 -
勤務時間 その他
福利厚生・休暇
ビザ取得支援 -
外国人従業員 -

仕事詳細

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

面接について

連絡先

日本東京 地図



担当者名:

Call Center Manager

RGFタレントソリューションズ株式会社

800 〜 1250 万円

掲載終了

会社概要

RGFタレントソリューションズ株式会社Call Center Manager RGFタレントソリューションズ株式会社Call Center Manager

RGFタレントソリューションズ株式会社

人材、教育、コンサル、専門サービス /人材紹介、求人広告

RGF Professional Recruitment Japanは、日本最大規模の人材総合サービスカンパニー リクルートの海外展開ブランドにおける人材紹介部門の日本拠点です。日本国内でビジネスを展開する外資系企業並びにグローバル企業様を中心に、幅広いレベルのバイリンガル人材をご紹介しています。リクルートブランドとアジアの主要都市を網羅するRGFのネットワークを活かし、転職を希望される方、クライアント企業様双方にとって最適なサービスをご提供いたします。



RGF Professional Recruitment Japanの事業領域

RGF Professional Recruitment Japanはジュニアレベルからマネジメントレベルを中心に、すべての業種、職種の案件を取り扱っています。また、8,000,000を超える業界屈指の人材データベースから、大手外資系企業、グローバル企業に対して業界トップレベルの人材をご紹介することが可能です。

RGFプロフェッショナルリクルートメントジャパン
東京都品川区大崎2-1-1 ThinkPark tower 6階
(+81)3-6422-4400

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