Bilingual Call Center Manager (English & Japanese)

As the Call Center Manager, you will oversee the operations of our bilingual team, ensuring service delivery meets and exceeds SLAs (Service Level Agreements). You'll be responsible for performance management, strategic planning, and fostering international collaboration, particularly with US-based teams.

Client Details

Our client is an American company, operating successfully for over 70 years. As a leader in the global market, we take pride in fostering international partnerships and delivering top-notch services worldwide.

Description

• Lead and manage the call center team, ensuring service levels are consistently met or exceeded.
• Monitor and analyze performance metrics, including SLAs, call quality, and customer satisfaction.
• Drive operational efficiency by identifying and implementing process improvements.
• Collaborate closely with international teams, particularly with US branches, to ensure alignment and effective service coordination.
• Manage escalations, ensuring issues are resolved efficiently and professionally.
• Create and deliver reports on team performance, service levels, and operational improvements to senior management.

Job Offer

• Competitive salary and comprehensive benefits.
• Opportunities for career growth in a globally recognized company.
• A supportive, diverse work culture with exposure to international colleagues and US branches.
• A modern, well-equipped office space in a prime location (Central Tokyo)

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Peryhan Essam on +813 6832 8691.

• Strong English proficiency is essential, with Japanese at N2 level or higher being sufficient.
• Extensive experience in call center management, with a solid track record of meeting SLAs and managing service delivery.
• Proven ability to lead and mentor teams.
• Experience working in an international environment, with exposure to US-based teams and global operations.
• Valid visa for foreign nationals residing in Japan is required.
• Experience living or working in the US or internationally is highly preferred.