Deskripsi Pekerjaan
Join EMAPTA as a Team Leader (Japanese Speaking) and lead dynamic customer experience teams on our innovative AI-driven platform. This remote night shift role offers the unique opportunity to drive global service excellence while advancing your career in a supportive environment. As a Team Leader, you'll be instrumental in mentoring agents, optimizing performance metrics, and ensuring seamless cross-cultural communication with Japanese clients. EMAPTA provides comprehensive training, competitive compensation, and immediate healthcare coverage (Day 1 HMO) to support your professional journey. If you're a results-oriented leader with Japanese language proficiency and a passion for customer service, this role offers unparalleled growth potential in the BPO industry.
Tanggung Jawab
- Lead and mentor remote CX teams to exceed performance targets and quality standards
- Facilitate daily team briefings and coaching sessions using AI-powered performance analytics
- Monitor and improve customer satisfaction metrics for Japanese-speaking clients
- Collaborate with global stakeholders to implement process improvements
- Handle escalations and resolve complex customer issues with cultural sensitivity
- Conduct performance reviews and develop agent growth plans
- Ensure compliance with company protocols and client SLAs
Kualifikasi
- Minimum 2 years in team leadership or supervisory role in CX/BPO
- Fluent Japanese language proficiency (written and verbal)
- Strong experience with remote team management tools and CRM systems
- Excellent problem-solving skills with cross-cultural communication expertise
- Proven ability to analyze performance data and drive improvements
- Flexible to work night shift (10 PM - 7 AM) with weekends as required
- Proficient in Microsoft Office Suite and AI-driven analytics platforms