Job Description
DescriptionAs the Head of the Customer Care Call Center you will have the responsibility to improve the overall operations of the call center, increase the business potential of the Brand's stores and the potential of the sales staff who interact with clients, thus contributing directly to the growth of the business.Among the main responsibilities:Manage and improve the overall operations of the call center (BPO with around 50 people)Workforce Optimization: Implement strategies for balancing service quality and operational efficiencyEnhance knowledge sharing through manuals, FAQs, and knowledge management systems (about the company's products)Introduce training systems to prevent high turnover ratesDevelop and implement information management systems and training programs for the call center operators
Responsibilities + Skills
Education
Native level of Japanese - minimum N1 level with great knowledge of KeigoKnowledge of the industry is a plus but not mandatory
Experience
Experience in call center management with at least 20 people, including provision of training and creation of FAQs and manualsTech oriented - Knowledge of IT system-development processes, Analytics, and AI empowerment tools is a plus
