Japanese Assistant Manager
7 months ago
**Responsibilities**:
- Manage Operations day to day activities
- Ensure KPI and deliverables are met
- Ensure all escalated cases and priority issues are dealt with and resolved in a timely manner
- Point of escalation between operations and clients.
- Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning.
- Working with HR and Recruitment drive the recruitment & selection of Team Leader and agents.
- Contribute to the design and implementation of Change Programs and Projects which impact the contact center.
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
- Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
- Building and maintaining effective internal and external stakeholder relationships
- Identifying and instilling best practice, processes and systems and drive continuous
improvement environment
**Requirement**:
- Proficient in Japanese and English; both oral and written
- Good time management
- Able to work under pressure
- Able to interact with all levels
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
**Job Types**: Full-time, Permanent
**Salary**: RM14,000.00 - RM15,000.00 per month
**Benefits**:
- Dental insurance
- Health insurance
Schedule:
- Day shift
Ability to commute/relocate:
- Ara Damansara: Reliably commute or planning to relocate before starting work (required)
**Education**:
- Bachelor's (required)
**Experience**:
- Call Center: 4 years (preferred)
**Language**:
- Japanese (required)
- english (required)
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