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Site Leader, Customer Service

年収:1800万 ~ 2500万

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特集求人

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部署・役職名 Site Leader, Customer Service
職種
業種
勤務地
仕事内容 Site Leader, Virtual Customer Service, Japan

Job Description

Responsible for overall leadership and operations of the Virtual Customer Service (JP VCS Site), Japan. This is a senior-level management position responsible to set the vision and direction of the site and is fully accountable for site performance and results. They will lead a large team of 700+ associates (500 off peak) and a mix of operations and program managers to improve the customer experience, increase productivity and maintain service levels.

Responsibilities:

Responsible for the overall direction, coordination, and evaluation of the site. Actively seeks to understand core business values, Leadership Principles and initiatives, and translates those into everyday CS practices.

Operations and Program Management


Shapes the direction of the team, keeps them focused and motivated to deliver the right results. Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making. Understands how to position the organization for success. Effectively applies best practices to all strategic decisions.
Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
Maintains a complete and thorough understanding of technical systems in a complex automated customer service center. Implements change or develop new processes as necessary to provide the ability to better service multiple work types. Continually measures and evaluates all work processes using Kaizen, Lean, and other improvement methods. This position requires a candidate who has the ability to drive process improvements and keep pace with our explosive growth while motivating others

Participate in business leadership meetings, help develop and drive strategies and programs which improve the competitive position and profitability of the organization
Solving complex issues and proactively heading off negative service trends

People Management

Lead and manage a team of two Operations Managers, six Group Managers and 700+ Customer Service Associates; responsible for the overall direction and performance of the teams
Lead and manage a team of four Program Managers to drive innovation in operational models, hiring, technology and security infrastructure.
Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals
Manage the career growth and development of the team by driving focus on Core Values. Plays a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model
Carry out supervisory responsibilities in accordance with policies and procedures. Additional responsibilities include interviewing, developing and motivating employees, rewarding and disciplining employees and effective conflict resolution
Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments

Other responsibilities

Builds positive and productive relationship with all stakeholders and partners around the world. Align, build, and protect with network processes within Japan and Worldwide Customer Service network. Ensure integration of site as a working mechanism within the network as a whole.
Develop strong partnership with cross functional teams to deliver an enhanced customer and employee experience. Act as the thought leader and partner with cross functional teams to create long term solutions and invent on behalf of customers
Overcome time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies. Demonstrates flexibility in work hours based on business need
Demonstrates clear written and oral communication. Demonstrates emotional maturity and grace under pressure in all communications.

応募資格

【歓迎(WANT)】

Candidate will have at least twelve years of people management and operations leadership experience, that include five years in a senior management role in a fast paced work environment.
Strong oral and written communication skills (Japanese and English), as well as a strong analytical aptitude is required.
The ideal candidate will point to a work history where they’ve demonstrated sincere passion and obsession for customers while maintaining a lean, highly productive operation and a strong commitment to leadership and employee development.
This person will possess a proven track record of leading large teams to high a performance bar and developing future leaders.
A bachelor's degree, or higher, in operations, or a related field, is required.

The candidate should have a specialized skill set in running large scale production operations, preferably in a contact center environment.
The ideal degree would be in engineering, operations, supply chain or a related field. An advanced degree in a quantitative field (math, stats, engineering, or science) or an MBA is preferred.

更新日 2020/07/30
求人番号 1447921

採用企業情報

  • Global E-Commerce Company
  • 会社規模非公開
  • 会社概要

    Global e-commerce company.

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