Japanese Operation Manager

4 months ago


Kuala Lumpur, Malaysia Language Talent Solutions Full time

私たちは、フードデリバリープロジェクトをサポートするコールセンターのオペレーションマネージャーを募集しています。このポジションでは、カスタマーサービス担当者のチームを管理し、効率的な通話処理と高いサービス品質基準を維持する責任があります。

**主な責任**:

- **チーム管理**: カスタマーサービス担当者のチームをリードし、トレーニングを行い、会社の方針と手順に従うことを確認します。
- **通話処理**: 通話量を監視し、エスカレートされた顧客の問い合わせやクレームを処理し、問題のタイムリーな解決を確保します。
- **品質保証**: 通話の監視、フィードバック、コーチングなどの手段を用いて、サービス品質基準を維持する品質管理措置を実施します。
- **パフォーマンスモニタリング**: コールセンターのメトリクスを追跡し分析し、改善の余地を特定し、効率と生産性を向上させる戦略を実施します。
- **プロセス改善**: コールセンターのプロセスにおける効率性の低下を特定し、業務を合理化し顧客満足度を向上させるための解決策を提案します。
- **レポーティング**: コールセンターのパフォーマンスに関する定期的なレポートを作成し、通話量、応答時間、顧客満足度などの主要なメトリクスを含みます。
- **協力**: 運営、ロジスティクス、ITなどの他部門と密接に連携し、ビジネス目標との調整を確保します。
**資格**:

- ビジネス管理、コミュニケーションなどの関連分野の学士号を有すること。
- フードデリバリーまたはカスタマーサービス業界でのコールセンター管理の実績があることが望ましい。
- Operation Manager経験2年間以上。
- 強力なリーダーシップ能力と人間関係構築能力を持つこと。
- 優れたコミュニケーション能力(口頭および書面)を持つこと。
- データ分析の能力を持つ分析的なマインドセットを持つこと。
- 英語と日本語のバイリンガルであること。

**Job Types**: Full-time, Permanent

Pay: Up to RM16,000.00 per month

**Benefits**:

- Health insurance
- Professional development
Schedule:

- Day shift
- Rotational shift



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