Job Description:
CDCD Japan team provides remote service to Japan Consumer and a part of commercial customers. This supervisor manages team to deliver quality services to the customer, measure and report the delivery parameters and drive ongoing improvement including customer S-NPS, RPS, Productivity, VIA and financials etc. the new supervisor will report to CDC Dalian Japan operation lead.
Responsibilities:
•Manage care center key performance, such as S-NPS, service level, cost and case age, ensure a quality support environment and obtain maximum customer satisfaction.
•Meet and exceed customer expectations for resolutions, and work closely with other organizations if necessary.
•Facilitate teams in updating their knowledge to constantly meet customers’ needs for resolutions in terms of technical capability, soft-skill and language, etc.
•Responsible for delivery enabling, including capability and capacity planning. Work with the resource team to implement resources plan.
•Develop and improve operational processes to ensure the efficiency of the care center.
•Collaborate with senior management on ideas for improvement and implement strategic plans and adjust processes where appropriate and necessary.
•Participate in operation transformation and improvement projects as needed and perform other duties as assigned.
•Foster team work and best working environment for employee to achieve best employee experiences and business result in terms of VIA, productivity and other key performance indexes.
knowledge and Skills:
•Bachelor degree or equivalent education; Majoring in Computer Science or Business Administration is preferred.
•Good proficiency in Japanese and English (written/spoken).
•Growth mindset and analytical problem-solving skills.
•A minimum of three years’ experience in customer support.
•Proven experience in driving operation process/policy improvement in dynamic operations.
•Ability to identify departmental strategic shifts to meet demands as staff growth, operational necessity and customer contact volume mandates.
•Strong working knowledge of PC based software and applications, e. g. Microsoft Office etc.
•Ability to communicate effectively, develop and maintain professional working relationships with peers.
•Ability to handle multiple projects under pressure.
•Skillful in focusing on desired results and determining what is the most important and urgent.
•Good communication, planning and execution skills.