【職務概述】
客服團隊經理的職掌為領導、管理、和協調Open Access一個至多個的客戶與其客服團隊。客服團隊經理將以促進Open Access的文化和業務作為首要目標,向客服團隊提供適當的管理與戰略指導,並同時監督運營進展。
客服團隊經理除了需擁有勝任一位出色的領導者的能力外,同時需具備管理不同專業背景的員工以及及時獲得成果的經驗。客服團隊經理也需能夠制定高效的運營解決方案的策略和戰術,以確保我們能夠持續邁向目標。
【職責說明】
☑制定、組織、和監控團隊內部活動和行動計畫。
☑決定適當的策略和目標。
☑領導、管理、發展、和評估客服主管的表現。
☑訂立截止日期、預算、和活動之計畫,並加以管理。
☑為風險、內部變動等事態進行資源分配與管理。
☑負責內部人員異動與下包商管理。
☑評估客服團隊表現,並針對問題進行打擊,力求團隊出色表現。
☑解決專案中的管理層面問題。
☑報告與更新團隊現況予客服團隊總監。
☑與其他客服團隊經理合作,提供有效反饋以改進內部流程和產出品質。
☑履行直屬主管、計畫主管/部門主管以及更高級別管理層分派的其他職責和責任。
【職務要求】
☑英文精通、日文中等至精通以上程度。
☑具備2年以上的電話客服中心或相關客服管理經驗。
☑具備良好的跨部門溝通、協調能力及客服專業知識。
☑具備客服報表及報告彙整、製作、報告能力。
☑具備細心負責、親切有禮、良好的傾聽者等特質。
【Job Summary】
The Program Manager is to lead, coordinate, and organize one of our client programs. They will provide strategic guidance to teams and managers in ways that promote our company’s culture and business goals. They will also oversee the progress of operations. The ideal candidate is an excellent leader and has experience in managing staff of different disciplines to produce results promptly. They should also be able to develop efficient strategies and tactics for operational solutions. Their priority is to ensure that their program delivers targeted
outcomes to our company.
【Job Description】
Program Managers are responsible for creating an inspiring team environment with an open communication culture by setting clear team goals and delegating tasks and setting deadlines for their internal team. Their responsibilities include:
☑Formulating, organizing, and monitoring inter-connected team activities and courses of action
☑Decide on suitable strategies and objectives
☑Lead as well as manage, develop, and evaluate supervisor performance
☑Develop and control deadlines, budgets, and activities
☑Apply change, risk, and resource management
☑Assume responsibility for the program’s people and vendors
☑Assess program performance and aim to maximize ROI
☑Resolve projects’ higher-scope issues
☑Prepare reports for program executives
☑Collaborating with coworkers when needed to provide insightful feedback that will improve processes and products
☑Performing other tasks as required by the program
☑Shall discharge such other duties and responsibilities assigned by the Immediate Heads, Program Head/Department Head, and higher authorities/top management.
【Requirement】
☑ 2 years+ of experience in call center or customer service management.
☑ Exceptional customer service and communication skills.
☑ Proficient in English and Japanese.
☑ Adept at courteously interacting with customers and ensuring their requirements are met.
☑ Outstanding leadership qualities and problem-solving skills.
☑ Direct and manage all team leaders to achieve set objectives.
☑ Provide solutions for customers' issues and complaints.