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

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Call Center Lead (BtoB)

仕事詳細