Job ID : 1046422 Date Updated : November 25th, 2020
シンガポール本社 世界8ヵ国の拠点でグローバル展開中 20年以上の実績

Call Center/BPO - 【Operations Manager】 at TDCX Japan Exclusive job

Hiring Company TDCX
Location Kanagawa Prefecture
Job Type Contract
Salary 7 million yen ~ Negotiable, based on experience

Job Description

Operations Manager

Are you looking to join one of the fastest growing BPO’s in Japan? If you are interested in account management, strategies and providing the best customer solution, this role would be a great for you!

We are looking for an Operations Manager to join our growing family. Come home and start your #BeHappier journey with TDCX today!

Top reasons to work here:

  • Premium & Instagrammable workplaces
  • Fixed weekends off
  • Free overflowing coffee and cookies
  • Learning courses to help you grow
  • Career development programs
  • No dress code
  • Engagement activities like free food day, yoga nights, English club and much more!

What is your mission?

As an Operations Manager, you will accountable for the following areas.

Metrics Accountability

  • Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.
  • Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.
  • Monitor costs and losses incurred by managing team’s contribution to the greater Customer Experience budget.

Employee Happiness

  • Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the mission of our client into meaningful and clear goals.
  • Keep a regular and open line of communication with Leads to support and influence as needed.
  • Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with CX leadership, direct reports and other business partners.

Strategy & Planning

  • Translate client company goals into clear and comprehensive directives for team. Support direct reports as they implement new directives.
  • Use learnings from team members to identify opportunities and advocate for product improvements that support the team’s strategy and the needs of the customer.
  • Keep an active look out for risks, potential gains and issues to anticipate advancements and opportunities to advance the team’s goals.

Special Projects

  • Lead and/or participate in CX-specific and/or client company wide projects that may be assigned by leadership.
  • Seasonal or Special projects based on the needs of the team or the customer.

General Requirements

Minimum Experience Level Over 3 years
Career Level Mid Career
Minimum English Level Business Level
Minimum Japanese Level Native
Minimum Education Level High-School or Below
Visa Status Permission to work in Japan required

Required Skills

Who are we looking for?

  • 3-5 years in an managerial role in a call center setting.
  • Experience with management of over 20 people. 
  • Business Level English
  • Develop Leaders: Teach direct reports to become inspiring leaders for their own direct reports and model similar behavior as leaders of Leads.
  • Inspiring Teams: Champion client’s Mission to help teams understand how their work contributes to end goals. Work with direct reports to create team cohesion and fulfillment.
  • Strategic Thinking and Analytical Skills: Ability to look at each problem or data set from many different angles to find innovative and simple solutions.
  • Entrepreneurial Spirit: Ability to take what is available and build a fort with it; it’s not a problem, it’s a challenge.
  • Simplify: Able to see through complexity to find best path forward.
  • Communication/Interpersonal Skills: Embrace the adventure with Client, Peers, and teams and use superior communication skills to cultivate professional relationships with Client. Use innovative channels of communication to keep teams up-to-date with day-to-day changes in expectations and goals that are relevant to their roles.

Job Location

  • Kanagawa Prefecture

Work conditions

Job Type Contract
Salary 7 million yen ~ Negotiable, based on experience
Work Hours 9:00~18:00 休憩1時間
Holidays 完全週休2日制(土日)、 祝日、年末年始休暇、夏季休暇、有給休暇
Hiring Company Information

TDCX Japan

Call Center/BPO - 【Operations Manager】 at TDCX Japan - 1046422

Company Details

Company Type Large Company (more than 300 employees) - International Company

Company Description

Who is TDCX?

  We serve some of the world’s best brands from our centers of excellence in Singapore, Philippines, Malaysia, Thailand, Hong Kong, China, Japan and Spain. We specialize in perfecting our client's customer experience and elevating their sales.

We are guided by a talent philosophy - selecting and employing the best professionals to make the outsource industry better for our people and our clients.

Our company has won over 200 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.