Introduction

We are working on an exciting opportunity for a dynamic and experienced leader in the business process outsourcing (BPO) industry. The role focuses on driving customer experience excellence through leadership, strategic planning, and collaboration with internal and external stakeholders.

About the Role

This position involves managing and improving customer service performance while ensuring alignment with key business objectives. You will oversee a team, drive service quality, and optimize customer satisfaction metrics. As a leader, you will play a crucial role in translating organizational goals into actionable outcomes, fostering employee engagement, and maintaining operational efficiency.

Responsibilities

• Monitor and manage key performance indicators, such as service level agreements (SLAs), productivity, customer satisfaction, quality, and Net Promoter Score (NPS).
• Collaborate with direct reports to identify areas for improvement, set goals, and implement enhancements based on metrics and real-world insights.
• Manage the team's contributions to customer experience budgets, ensuring cost and loss monitoring.
• Build strong relationships across the team and promote effective communication to support employee well-being and deliver on the organization’s mission.
• Take responsibility for team structure, recruitment, onboarding, and training processes in collaboration with senior leadership and business partners.
• Advocate for product improvements based on team feedback and customer needs, aligning strategies with organizational goals.
• Ensure compliance with quality management systems and undertake additional responsibilities assigned by management.

Requirements

• Proven experience (minimum 5 years, 8 years preferred) in a call center or BPO environment.
• Strong understanding of customer satisfaction metrics, quality programs, and NPS methodologies.
• Demonstrated organizational and time management skills.
• Proficiency in facilitating effective meetings with clients and internal teams.
• Excellent verbal and written communication skills in both English and Japanese (business level).
• Flexible, adaptable, and proactive in solving problems, even in ambiguous situations.
• Prior experience in team management and working with cross-functional teams is essential.

Why Apply

This role offers the chance to lead a dedicated team in delivering exceptional customer service experiences. You will work in a collaborative environment, with opportunities to implement meaningful changes and make a significant impact. The position provides excellent career development prospects, competitive compensation, and the chance to work with a forward-thinking organization.

If you are a motivated professional with a passion for customer excellence and leadership, this role is a fantastic opportunity to advance your career.