Team Leader

Responsibilities:

• Provide mentoring, coaching, and direction to team members (of approximately 15-25 members);
• Handle client inquiries and provide appropriate solutions and alternatives within the time limits to ensure resolution;
• Lead team members, foster their professional development and growth via effective coaching and proactive communication, and enhance teamwork and cooperation;
• Follow communication procedures, guidelines, and policies;
• Subject Matter Expert to all operations functions (People, Performance, Process);
• Responsible for ensuring and achieving all Service Level Agreements (SLA) and contractual Key Performance Indicators (KPIs);
• Set goals for individual and team levels and ensure to achieve targets;
• Manage team scorecard performance and retention goals;
• Identify performance-related issues, develop Corrective Action - Preventive Action (CAPA) plan for improvement, and demonstrate proactive approaches in any situation;
• Be able to report on data or team and/or team members' performance, and overall condition/state to immediate supervisor proactively and as needed.
• Manage team schedules and staffing levels in compliance with the organization policy

Key Skills and Experience:

• Bachelor’s Degree or Higher in any relevant field
• Proficiency in Japanese Language (Certificate: N2)
• 1 year experience in BPO service (customer care - moderation - service analysis)
• Has at least 6 months of experience in people management and leadership
• Basic English communication skills, both oral and written
• Flexible to work different shifts, including evenings, Public Holidays, and weekends
• Ability to handle difficult and escalated customer situations
• Strong problem-solving and decision-making abilities
• Ability to work in a fast-paced and dynamic environment
• Stays updated and is interested on social-media trends
• Must be able to have a deep understanding of platform policies, and the ability to handle sensitive content with empathy and resilience
• Willing to work on weekend and public holiday
• Able to work on shifting schedules including night shifts

Working Environment

• International, fun, and professional working environment:
• Working closely with experienced foreign experts;
• Free drinks (coffee, mineral water, etc.)
• Training and career development opportunities;
• Sport activities and game room.