Call Center Lead (BtoB)

Job Responsibilities

• Take ownership for team results and provide daily leadership to team
• Be an effective project manager, take lead and in charge of projects from multi-countries, effectively communicate and make sure projects are delivered in a timely manner
• Work closely with supporting teams or other departments to provide coaching, training, and support to team members with effective and timely manner
• Utilize tools and collect relevant data to monitor team performance
• Collect feedback and suggestions for product and procedure optimization
• Create a safe and open team environment for teams
• Responsible for partner's complaint and take the ownership on investigation thoroughly and resolve the complaint with teams
• Be a role model for company policies and procedures and ensure the team understands and adheres to them
• Identify any operation or agent skill upgrade opportunities and work with training team to create training/eLearning course for the team
• Able to collaborate cross function department projects and execute daily duty task or any other tasks assigned by management from time to time

Job requirements

• Relevant working experience in starred hotel or call center
• Native level Japanese & business level English skills for both verbal and written (must have)
• Minimum 2+ years' experience as a people manager or team leader in a customer contact center or OTA
• Have experience leading a team with size of 15+ people
• Experience leading teams in a dynamic, customer-focused environment, motivating members to meet KPI target
• Have strong interpersonal skills, experienced at project management
• Time management skills and can work under pressure
• Proven experience and knowledge in effective hiring, training, coaching and people management practices
• Strong work ethic with strong self - discipline
• Excellent Microsoft system skill and analytical skills
• Solution oriented and result driven
• Ability to multi-task & a flexible attitude