• Managing day to day Operations & team.
• Align staffing and scheduling to forecasted volumes
• Drive Performance - Team mentoring & coaching individual associates who may fall below desired performance
• Ensuring team’s adherence to agreed SLAs/KPIs/OPIs.
• First Level Escalation Management

Requirement:

• Communication skills – Strong verbal and written communication skills (R/W/S) to effectively interact with clients/end customer/end customer in language as mentioned in the "Language" column.
• Problem-solving: Quickly and effectively resolving customer and team issues, handling escalated situations, and finding creative solutions.
• Empathy: Understanding and addressing the needs of both customers and team members
Time & Resource Management: Efficiently managing time, resources, and tasks.
• Organizational Skills: Effectively managing workflows, schedules, and resources to ensure smooth daily operations and meet performance goals
• Data Analysis: Ability to make data-driven decisions by analysing data to track performance and identifying trends
• Coaching and Mentoring: Ability to provide training and support team members, helping them improve their skills and performance.
• Performance management: Improving employee performance by setting clear expectations and providing ongoing feedback and development opportunities
• Behavioral Skills
Highly self-motivated to deliver superior customer experience
High energy level and personal resilience
Integrity and desire to comply with all legal and moral standards
Service and quality oriented

Technical skills：
• Basic of MS office tools, outlook, internet
• Basic working knowledge on computer

Language skills: Fluet in Japanese and English