Deskripsi Pekerjaan
Are you a bilingual leader looking to elevate your career with a global industry leader? Foundever is seeking a dynamic and results-driven Japanese Team Leader to join our high-performing operations team in Pasig City. In this pivotal role, you will be responsible for overseeing the daily operations of a bilingual Japanese customer service team, ensuring exceptional service delivery, and fostering a culture of high performance.
As a Japanese Team Leader, you will act as a bridge between our clients and frontline agents, focusing on quality assurance, performance coaching, and operational efficiency. We are looking for a proactive professional who excels in communication, problem-solving, and people management within a fast-paced BPO environment.
Tanggung Jawab
- Lead, mentor, and coach a team of bilingual Japanese customer service representatives to meet and exceed KPIs.
- Monitor team performance, analyze metrics, and implement action plans to improve operational efficiency and CSAT scores.
- Conduct regular performance reviews and provide constructive feedback to support professional growth.
- Ensure adherence to company policies, quality standards, and client-specific service level agreements (SLAs).
- Facilitate team huddles, calibration sessions, and training updates to maintain product and process knowledge.
- Manage attendance, scheduling, and real-time operational workflows to ensure seamless service delivery.
- Collaborate with support departments to resolve escalated customer issues and improve service processes.
Kualifikasi
- Proficiency in Japanese (JLPT N1 or N2 level) and English (both written and verbal).
- Minimum of 2 years of leadership or supervisory experience in a BPO or customer service environment.
- Strong analytical skills with the ability to interpret data and translate it into actionable business strategies.
- Demonstrated expertise in performance management, coaching, and team development.
- Excellent communication and interpersonal skills, with the ability to build rapport across diverse teams.
- High level of technical proficiency in CRM tools, MS Office Suite, and workforce management software.
- Ability to work flexible shifts in a fast-paced, high-pressure environment.