Japanese Bilingual Team Leader
2 weeks ago
- Supervise a dynamic team to provide Customer Service to team members through rostering, monitoring, briefing, coaching, and others.
- Ensure timely and accurate updates from the Vendor to the team members.
- Make decisions regarding issues that arise in the entire program that supports Customer Care and its analysis.
- Notify the Project Supervisor and Ops team of any abnormalities in operations.
- Provide support and share best practices with team members to maintain high standards and work efficiency.
- Take inbound calls or digital contacts to support operations and handle escalation cases through outbound calls.
- Participate in providing insights on the quality and efficiency of improvements.
- Ensure all team members are actively involved and closely work to achieve team and individual KPIs.
- Provide insights on issues related to the knowledge base and system/tools.
- Submit activity reports as a team performance report and insights from the operation team on a daily, weekly, and monthly basis.
- Attend weekly meetings or meetings required by the product partner to share insights and highlights of operations and complete ad-hoc tasks as assigned by Supervisors or the product partner.
- Ability to multitask and adapt to a constantly changing environment.
Excellent oral, written, and interpersonal communication skills.
- Ability to effectively manage cross-functional projects with a strong customer-service oriented mindset.
Ability to provide quick solutions for operational issues.
Intermediate to advanced reporting skills.
● At least 1-year experience in leading an inbound/outbound team in a contact center environment or minimum 1-year experience at the same position in a contact center environment.
● Experience in hotel/flight ticket (GDS & Non-GDS)/tourism/Travel Account in BPO/OTA/Airlines Industry for 3-5 years.
● Ability to solve problems quickly and independently while working in a fast-paced environment.
● Disciplined and highly motivated to encourage team improvement.
● Experience in providing performance feedback.
● Strong determination for KPI achievement.
● High acceptance of a shift-based schedule.
● Essential proficiency in utilizing the GDS System (Sabre, Galileo, Amadeus) for bookings and ticketing (for Flight Team Leader).
● Preferably a team lead in the travel/hospitality industry for 2 years.
● Familiarity with staffing and scheduling.
● Moderate ability to identify and analyze data for trends and forecasts.
- HMO with 1 free dependent.
- 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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