Operations Supervisor

About the Role

Supervises day-to-day bilingual customer service operations across voice and non-voice channels, ensuring achievement of service level targets, quality standards, productivity goals, and customer satisfaction objectives. The role provides frontline leadership in team performance management, customer escalation resolution, workforce coordination, feedback analysis, and process improvement while maintaining effective communication with Japanese-speaking clients and internal stakeholders.

Educational Background

• Bachelor's degree in Business Administration, Management, Operations Management, Communications, Japanese Studies, or a related discipline.
• Language proficiency: Professional fluency in Japanese (Nihongo), preferably at an advanced business level equivalent to JLPT N2 or N1, with strong English communication skills for internal coordination, reporting, and cross-functional collaboration.

Minimum Requirements

• At least 4–6 years of relevant professional experience in BPO, contact center, customer experience, or shared services operations, with demonstrated experience in team supervision, performance monitoring, and service delivery. Experience supporting Japanese-speaking accounts or multilingual operations is strongly preferred.
• Demonstrated proficiency in supervising omnichannel customer service operations across voice, email, chat, and back-office support, ensuring accurate transaction processing, effective system navigation, and adherence to established productivity and service delivery standards.
• Professional proficiency in spoken and written Japanese and English, with the ability to manage complex customer interactions, handle escalations, clarify service-related concerns, and coordinate with Japanese-speaking clients and stakeholders. JLPT N2 or N1 certification is preferred, subject to account requirements.
• Ability to review customer feedback, identify recurring complaints and service pain points, and recommend corrective actions that improve customer satisfaction, communication quality, service consistency, and customer experience outcomes.
• Working knowledge of customer relationship management (CRM) platforms, contact center technologies, ticketing systems, knowledge management tools, and operational dashboards. Demonstrates structured problem diagnosis, timely escalation, and effective resolution of complex customer or process-related issues.
• Ability to coordinate with workforce management teams regarding staffing requirements, schedule adherence, forecasted contact volumes, attendance, and intraday performance. Monitors key performance indicators (KPIs), service level agreements (SLAs), average handling time (AHT), productivity, and schedule compliance to support operational targets.
• Demonstrated ability to review quality evaluation results, analyze performance trends, identify process gaps, and implement corrective action plans. Working knowledge of customer satisfaction (CSAT), first contact resolution (FCR), quality assurance standards, root-cause analysis, and continuous improvement practices.
• Ability to coach and guide frontline customer service representatives, conduct performance discussions, facilitate team huddles, monitor individual and team scorecards, and coordinate with operations management, quality assurance, training, and workforce management teams to address performance gaps and maintain policy compliance.

Preferred Certifications (Not Required)

• Japanese-Language Proficiency Test (JLPT) N1 or N2
• Lean Six Sigma Yellow Belt or Green Belt
• COPC Customer Experience (CX) Standard Training or Certification
• ITIL 4 Foundation