求人ID : 638435 更新日 : 2018-07-13 09:14:16
Can Manage Work-Life Balance

Customer Service Operations Manager @ American Tech Giant

勤務地 日本
勤務形態 正社員
給与 800万円 ~ 1100万円

募集要項

Key responsibilities are:

  • Solving complex customer service issues and proactively heading off negative service trends.
  • Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
  • Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
  • Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
  • Manages workflow, handles escalations, proactively engages resources to address issues, and effectively delegates workload across the leadership team.
  • Develops and drives strategies and programs which improve the competitive position and profitability of the organization. 
  • Drives creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.
  • Responsible for the overall direction and performance of the teams
  • Manage the career growth and development of the team
  • Interviewing, training and motivating employees
  • Build productive working relationships with direct reports, peers, leadership, and other departments.
     

応募必要条件

職務経験 6年以上
キャリアレベル 中途経験者レベル
英語レベル ビジネス会話レベル
日本語レベル 流暢
最終学歴 大学卒: 学士号
現在のビザ 日本での就労許可は必要ありません

スキル・資格

Basic Qualifications:

  • Bilingual in Japanese/English 
  • Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics)
  • Experience building and analyzing models using various statistical tools for forecasting and optimization.
  • 2+ years’ experience in analysis required.
  • 4+ years as a people manager with excellent people management skills.
  • Proficient in Microsoft Excel.

 

Preferred Qualifications:

  • Project Management knowledge preferred
  • CS Specialties experience
  • Analysis experience in Customer Service or Operations preferred
  • Operations Research or Capacity Planning experience strongly preferred. 
  • Some programming experience is a plus to automate tools whenever appropriate.
  • Basic/Working knowledge of Six Sigma tools and Lean techniques preferred.
  • Experience utilizing SQL
  • Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
  • Excellent speaking-listening-writing skills, attention to details, proactive self-starter.
  • Ability to work successfully in a dynamic, ambiguous environment.
  • Ability to meet tight deadlines and prioritize workloads.
  • Ability to develop new ideas and creative solutions.
  • Exceptional influencing and leadership skills

勤務地

  • 日本

労働条件

勤務形態 正社員
給与 800万円 ~ 1100万円
配属部署 Operations Division

採用企業情報

会社の種類 大手企業 (300名を超える従業員数) - 外資系企業
外国人の割合 外国人 少数
人材紹介企業情報

トレードウィンズ コンサルティング株式会社

Customer Service Operations Manager @ American Tech Giant - 638435

会社説明

TradeWinds Consulting was founded with the mission to bring the best in global solutions to the financial services community of Japan and Asia Pacific.

Trading Solutions
We offer brokerages, prop traders, asset managers and the clients who depend on them a variety of solutions to effectively implement global markets straight through trade processing, supporting leading edge solutions spanning multimarket execution, middle office allocation and back office processing and reporting. Beyond STP we also provide cutting edge tools to implement and manage complex events processing such as algorithmic/automated trading strategies.

Governance, Risk and Compliance
The market has shown that in order to not only survive but survive in the current environment, robust risk management and compliance solutions are essential. We deliver to our customers the right offerings to streamline operational support beyond the trading desk to address the enterprise as a whole. These solutions benefit any listed company to reduce compliance costs and take control of audit and reporting.

Human Resources
TWC has an excellent track record for introducing the staff and support to help our clients get the most out of their systems, as well as strategic placements of front office, operations and IT staff in the manner best to drive forward their business.

Partnering
By partnering with established service providers as well as our own extensive network of contacts throughout the region we are able to ensure our customers have access to the latest technology platforms in order to drive their revenue and minimize expenses. We excel at working closely to develop and implement the best to-market strategies to benefit both our partners and our customers.