Position Summary
This role is part of a global technology care company headquartered in the U.S. that leverages innovative technology to swiftly resolve issues related to digital devices and consumer electronics, including mobile phones. The mission is to enhance the quality of everyday life for customers by providing seamless support.
The Japan office, with a two-decade history, delivers integrated solutions to major telecom carriers and retailers. These include consulting on systems and processes, as well as operations for contact centers and logistics. The company provides unique protection programs and customer service, addressing a wide range of customer needs, from technical support to device replacement.
The selected candidate will:
Oversee operations and setup of a new contact center business launching in 2025.
Provide comprehensive support for multiple clients, including a major global technology firm.
This role requires hands-on involvement in contact center management, with strong analytical skills to collect data, identify trends, and propose actionable improvements. Team collaboration and operational agility are essential.
Highlights of the Role
Variety in Responsibilities: Exposure to diverse industries and business models through support for multiple clients. Opportunities include process design for new contact centers, support for system requirements, scenario testing, and sales support.
Leadership and Accountability: Autonomy and decision-making responsibility in implementing operational improvements. Initiative and leadership skills can be honed through impactful contributions.
Career Growth: Project management, communication, and problem-solving skills are developed through coordination with various stakeholders and business partners.
Key Responsibilities
Manage direct and outsourced contact centers
Ensure KPI achievement (response rate, AHT, quality, resolution rate)
Supervise and develop in-house staff and supervisors
Plan and optimize workforce allocation based on demand forecasts
Handle escalations from supervisors and business partners
Analyze operational data and propose improvements, including CRM enhancements
Coordinate with internal departments and business partners to implement operational enhancements
Design and manage progress of new processes, analyze outcomes
Required Experience
Contact center management experience
Experience negotiating with clients and outsourcing partners
Proven experience in designing, building, and optimizing contact center operations
Experience in using data analysis to identify issues and implement improvements
Required Skills
Decision-making agility: Ability to respond quickly and appropriately to dynamic situations and irregular cases
Communication: Strong interpersonal and negotiation skills with team members, clients, and partners
Problem identification: Ability to see the big picture and identify core issues in operational processes
Numerical analysis: Ability to extract insights from numerical data and propose system-based solutions
Presentation: Proficiency in Excel and PowerPoint for reporting and proposal documentation
Preferred Qualifications
Experience launching a new contact center
Management of multi-site operations
Project management background
Experience drafting system requirements
Employment Conditions
Employment type: Full-time permanent
Probation period: 3 months
Working hours: 9:00–18:00 (1-hour break), flexible work hours available
Days off: Weekends, national holidays, year-end holidays
Remote work policy: Available
Paid leave: Up to 20 days per year (based on hire date and tenure)
Other leave: Bereavement, special flex leave, refresh leave, childcare, and nursing care leave
Salary: Disclosed individually by the first interview
Salary review: Once a year in March based on company and individual performance
Benefits: Health, pension, employment, and industrial insurance, regular medical check-ups, counseling support (EAP), condolence payments
Retirement plan: Defined contribution and other retirement plans
Training programs: Various in-house training and education support systems