Summary of Primary Job Responsibilities
- Ensure that calls are handled professionally (Japanese)
- Provides direction and guidance to guarantee consistent achievement of key performance metrics. Achieves, measures, reports and communicates metric goal attainment for assigned team.
- Ensures accurate and timely communication of client and campaign issues to Manager Site Operations.
- Maintains proficiency in programs, products, and/or platforms assigned and is accountable for providing a response to the customers of our clients.
- Consistently achieves goals for number of call monitoring per week and scores for assigned team of customer service agents.
- Coaches, mentors and develops agent team for skills expansion and promotional opportunities.
- Perform other duties as assigned.
Basic Position Qualifications:
Education:
- With N1 JLPT Certification with experience managing Japanese-speaking teams
- At least 1-2 years of experience in a supervisory or team leader role (preferably in BPO industry)
Experience Target:
- Experience in the BPO industry is an advantage and a preference only
- Experience in a financial account is an advantage and a preference only
Knowledge/Skills/Abilities:
- Competent in use of all technical methods of communication e.g., email, telephone
- Good computer skills (hardware, operating systems, Internet)
- Demonstrated ability to set priorities and multi-task
