Ensure agent adherence to policies for attendance, established procedures, etc.
Help team members reach their highest potential through effective one-on-one coaching and group training
Administer training programs for existing staff when needed
Work with management on refining and scheduling appropriate training sessions
Develop short training documents that support call center operations
Answer questions from staff and provide guidance and feedback
Manage by walking around. Be visible to answer questions.
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Keep staff motivated and engaged
Motivate and encourage agents through positive communication and feedback
Develop contests, awards and themes that increase agents’ loyalty and focus.
Good presentation skills
Produce a quarterly Strategy Presentation outlining your team’s performance, growth and recommendations for additional growth and improvement
Analysis of trends, emerging issues and factors affecting subsidiary performance
Devise and/or recommend ways to optimize procedures
Keep management informed on issues and problems
Prepare monthly/annual results and performance reports
Create a detailed plan of the way in which you plan to impact your team’s day-by-day performance
N1 holder, excellent Japanese communication skills (Speaking, Listening, Reading, and Writing)
English B2 • Experience in Customer Service roles or any relevant roles is an advantage.
University/Colleges required.
2 years minimum supervising/leading a team.
Experience in a high-growth organization is strongly preferred.
Lương: 38M
