Operation Manager for call centre - 634257

Operation Manager for call centre



JAC International
大手企業 (300名を超える従業員数) - 外資系企業  
神奈川県, 横浜市西区
みなとみらい線、 横浜駅
1100万円 ~ 1400万円
2017年01月04日 13:13


短大卒: 準学士号  


  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and competing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Ensure all call center agents have performance appraised by monthly one to one sessions and continuous motivational methods are employed throughout the year.
  • Ensure the call center is resourced adequately by shift and make necessary adjustments in line with this.
  • Reduce attrition levels within the call center.
  • Ensure that customer care specialists and team leaders are empowered.
  • Fosters associates to learn, develop and adapt to a constantly changing work environment. Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement. Determines training requirements. Ensures timely and effective training is delivered to enhance skills of the team. Implements initiatives and processes to improve all aspects of the department.
  • Responsible for all client/customer-related tasks including customer satisfaction surveys.
  • Manage daily performance of multiple supervisors in a fast paced call center environment.
  • Establish clear roles, directions, responsibilities, and performance requirements for call center supervisors.
  • Lead by example to directly and indirectly motivate and generate enthusiasm among call center employees.
  • Consistently build and maintain positive team morale.
  • Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions.
  • Attend and initiate management meeting.
  • Ensures that the division executes on business continuity and security processes.
  • Monthly and quarterly division performance reviews.
  • Create and suggest leadership and executive programs for the team leaders.
  • Create the annual, quarterly and monthly plans of the call center division assigned, have these plans approved by the operations director then implement.
  • Review plans and proposals created by team leaders and customer care associates.
  • Reward and recognize performance.
  • Ensure that the working environment is in line with the vision, mission and values.
  • Cultivate a culture of ownership amongst department employees by involving employees in problem-solving and decision making as much as possible.
  • Responds to escalated inquiries, complaints, and disputes from customers and internal business partners.
  • Oversee the workflow management and quality of work, ensuring overall compliance with government regulations/local laws of the land.
  • And other responsibilities


  • Minimum of 10 years of experience in the BPO / Contact center environment.
  • Minimum of 4 years of experience as a senior supervisor, junior management or management experience.
  • At least a college graduate (4-year course), university degree.
  • Excellent verbal and written communication skills in English, Japanese Native.
  • Knowledge of PC applications / tech savvy.
  • Ability to work with very minimal guidance or supervision in a time critical environment.
  • Strong time management skill.
  • Immaculate telephone manners and communication skills.
  • Excellent listening skills, critical-thinker with attention to detail.
  • Ability to work in both a team environment and autonomously.
  • Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance.
  • Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments.
  • Must be able to handle multiple projects and effectively manage different timelines.
  • Must be an assertive team player with high energy to work in fast-paced environment.


For candidates applying from another country:

  • A minimum of 2 years of work experience and a Bachelor’s Degree is required, or
  • A minimum of 5 years of work experience and a Diploma.


We provide specialized proactive recruitment support to
multinational clients who are setting up new operations or are
expanding existing business and seeking further growth in the
Japanese market.
As the first Japanese recruitment company to set up operations in the
UK in 1975, understanding foreign cultures is second nature to us.
With our extensive global network and historically leading position as
recruitment consultancy to Japanese corporations, we have access to
an unrivaled pool of bilingual Japanese and foreign professionals.
Our professional consultants are experts in a range of Industries and
functions and all have extensive multicultural experience.
Based on JAC’s unique history, culture and market strength, JAC
International was founded to provide dedicated support to our
multinational corporate clients in Japan.

JAC International Co., Ltd. is a wholly owned subsidiary of JAC Recruitment. Co., Ltd.