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Call Center Lead (BtoB)


勤務地: 日本
給与: Negotiable
職種: 正社員
専門: ホスピタリティ、旅行業界
参照: BBBH48849_1718353796

Job Responsibilities

  • Take ownership for team results and provide daily leadership to team
  • Be an effective project manager, take lead and in charge of projects from multi-countries, effectively communicate and make sure projects are delivered in a timely manner
  • Work closely with supporting teams or other departments to provide coaching, training, and support to team members with effective and timely manner
  • Utilize tools and collect relevant data to monitor team performance
  • Collect feedback and suggestions for product and procedure optimization
  • Create a safe and open team environment for teams
  • Responsible for partner's complaint and take the ownership on investigation thoroughly and resolve the complaint with teams
  • Be a role model for company policies and procedures and ensure the team understands and adheres to them
  • Identify any operation or agent skill upgrade opportunities and work with training team to create training/eLearning course for the team
  • Able to collaborate cross function department projects and execute daily duty task or any other tasks assigned by management from time to time

Job requirements

  • Relevant working experience in starred hotel or call center
  • Native level Japanese & business level English skills for both verbal and written (must have)
  • Minimum 2+ years' experience as a people manager or team leader in a customer contact center or OTA
  • Have experience leading a team with size of 15+ people
  • Experience leading teams in a dynamic, customer-focused environment, motivating members to meet KPI target
  • Have strong interpersonal skills, experienced at project management
  • Time management skills and can work under pressure
  • Proven experience and knowledge in effective hiring, training, coaching and people management practices
  • Strong work ethic with strong self - discipline
  • Excellent Microsoft system skill and analytical skills
  • Solution oriented and result driven
  • Ability to multi-task & a flexible attitude