Operation Manager客服运营经理(JP&EN)

Core Responsibilities 1. To be accountable for ensuring that all operational performance measures are consistently achieved/exceeded; 2.Maintain and improve customer satisfaction across all channels and products 3. Accountable for managing absence, attrition and adherence within the teams; 4. Measuring performance of the key Team Members against SMART objectives and behavioral competencies, identifying areas for improvement and personal development through one to one coaching and devising appropriate action plans; 5.Responsible for maximizing team productivity; 6.To develop, identify, grow and maintain talent by embedding a high-performance culture, providing regular feedback and coaching and ensuring strong succession plans are in place; 7.Analyze, interpret and report to the Services Manager on performance statistics identifying trends and presenting appropriate recommendations for improvements; 8.Developing excellent working relationships across all functions within the business and management of conflict situations; Requirements： 1.Commitment to excellence; 2.Committed to data driven decision making and result oriented; 3.Clearly communication skills; 4.Solid knowledge of call center management tools includes monitoring skills, coach skills, telephone and other technology etc. 5.Ability to deliver quality results under pressure; 6.Fluent spoken and written English and Japanese; 7.Proficient in MS office tools; Experience： 1. 5+ years managing and coaching contact center teams more than 50 members 2.Understand different cultures, international background or worked in international environment is preferred. 3.COPC/6 Sigma/PMP experience is preferred;