Operations Manager
3 days ago
Team Management: Responsible for managing and developing the operational team, including recruitment, training, and performance evaluations of team members.
Resource Management: Manage human resources, technology, and infrastructure to support an efficient Customer Care operation.
Performance Monitoring: Continuously monitor and analyze Customer Care performance, including service levels, productivity, efficiency and quality.
Process Development: Design, develop, and implement efficient and effective operational processes to meet Vendor KPIs.
Client Relations: Build and maintain strong relationships with Vendor, serving as the primary contact for communication regarding Customer Care operations.
Crisis Management: Be prepared to address and handle emergency situations or sudden changes in Customer Care operations.
Reporting and Analysis: Compile routine performance reports and analyze data to identify improvement opportunities and take necessary actions. Reporting to Vendor on a timely manner and data point of teams situations that may impact to team performance or impact to overall operations.
Compliance and Quality: Ensure Customer Care operations comply with relevant regulations and quality standards.
Continuous Improvement: Engage in continuous improvement initiatives to enhance efficiency, productivity, and client satisfaction.
Requirements- Candidates must possess at least a Diploma or a Bachelor's Degree.
- Ability to multitask, set priorities and manage time effectively.
- Familiarity and experience with a smartphone, online shop, and other online apps.
- Detail-oriented person.
- The candidate must have a service-oriented attitude.
- An outgoing person who is friendly but remains professional.
- Willingness to work on a shift, including working on a holiday.
- Knowledge of customer service practices and principles.
- A focused attitude for solving customer's issues quickly and comprehensively.
- Customer focus and adaptability to different personality types.
- Ability to deal with stress and work pressure.
- Native speaker for Japan with B1/B2 English skill.
- Ability to multitask and highly adaptive to constantly changing environment. Excellent oral, written, and interpersonal communication skills.
- Ability to effectively manage cross-functional projects. A strong customer-service oriented mindset sets the tone for team members.
- Ability to provide quick solutions for operational issues.
- Intermediate to advanced reporting skills.
- HMO with 1 free dependent upon hire.
- Life Insurance.
- 20 PTO credits annually.
- VL and SL cash conversion.
- Annual Performance-Based Merit Increases and Employee Recognition.
- Great Company Culture.
- Career Growth and Learning.
- A laptop will be provided by the company.
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