Japanese Bilingual Team Leader

2 weeks ago


Angeles City, Central Luzon, Philippines SuperStaff Full time
  • 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.
Requirements
  • 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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