Team Leaderjapanese

_**Customer Service Representative, Team Leader**_—_**Japanese**_
- Motivate and strategize how the team will meet efficiency, productivity, and consistency targets.
- Ability to understand the critical-to-quality (CTQ) parameters that affect the process and work on them.
- Perform twice a month check-point on the analyst’s performance using scorecards as a point of discussion
- Chart a career development plan for the analysts and provide guidance on how to achieve personal and career goals
- Elevate and escalate red flags to management from a duty-of-care perspective
- Ensure that team schedules are communicated; leave requests are attended to and team attendance is monitored. Chronic absentees should be managed.
- Guarantee that base operational expectations and information security policies are enforced
- Identify improvement opportunities in workflows and suggest solutions. Create a culture of innovation
- Facilitate team meetings and team huddles
- Create an engaging and fun work atmosphere for the team
- First point of escalation and clarification on HR-related matters and concerns
- Course correct non-performing metrics and analysts through root cause analysis and solid action planning
- Perform monthly sit down sessions to gather insights and innovation ideas
- Execute administrative functions inside the team (i.e. time report reviews) and HR

disciplinary actions (if needed)
- Ensure that SMEs are performing their duties and responsibilities

**KEY QUALIFICATIONS/SKILLS**
- Graduate with 2-6 years of working experience, preferably with experience in leading team.
- One should be ok watching the egregious/sensitive content
- Ability to motivate teams and rally the group toward organizational goals
- Excellent oral and written communication skills.
- Someone coming from COMO /content moderation background
- Passion for learning and creative problem-solving.
- Strong knowledge of cultural context in the user countries supported
- Good knowledge of language of the countries supported is an advantage
- Analytical frame of mind.

**Other skills**
- Accurate and efficient with very good organizational skills and ability to manage tasks simultaneously.
- Adaptable to learn new processes, concepts, and skills.
- Demonstrates the ability to work as part of a team adding positive attitude and

business focus
- Ability to work in a fast-paced work environment
- Enjoying challenging opportunities
- Ability to communicate in a dynamic environment throughout all management levels
- Ability to solve urgent matters and work under pressure
- Reliable, proactive approach to entrusted tasks

**Working Conditions**
- Moderate to no travel depending on project involvement
- Client holidays are observed
- Cyclical work shift including work hours at night

雇用形態: 正社員

給与: RM100,000.00 - RM150,000.00 月給

通勤と転居の可否:

- Cyberjaya: 通勤可能。もしくは仕事が始まる前に転居する意思がある。 (必須)

応募者への質問:

- Are you a Native Japanese?
- What is your Current Salary?
- What is your Expected Salary?
- What is your Notice Period?
- Do you have an idea of how Project Management operations and Sales support processes work?

職歴:

- BPO: 1年 (望ましい)
- Customer Service Representative: 5年 (望ましい)

言語:

- Japanese (望ましい)