Job Description:

CSSD CCC Dalian Japan team provides remote service to Japan Consumer and a part of commercial customers. This supervisor manages team to deliver quality services to the customer, measure and report the delivery parameters and drive ongoing improvement including customer S-NPS, RPS, Productivity, VIA and financials etc. the new supervisor will report to CDC Dalian Japan operation lead.

Responsibilities:

• Manage care center key performance, such as S-NPS, service level, cost and case age, ensure a quality support environment and obtain maximum customer satisfaction.

• Meet and exceed customer expectations for resolutions, and work closely with other organizations if necessary.

• Facilitate teams in updating their knowledge to constantly meet customers’ needs for resolutions in terms of technical capability, soft-skill and language, etc.

• Responsible for delivery enabling, including capability and capacity planning. Work with the resource team to implement resources plan.

• Develop and improve operational processes to ensure the efficiency of the care center.

• Collaborate with senior management on ideas for improvement and implement strategic plans and adjust processes where appropriate and necessary.

• Participate in operation transformation and improvement projects as needed and perform other duties as assigned.

• Foster team work and best working environment for employee to achieve best employee experiences and business result in terms of VIA, productivity and other key performance indexes.

Knowledge and Skills:

• Bachelor degree or equivalent education; Majoring in Computer Science or Business Administration is preferred.

• Good proficiency in Japanese and English (written/spoken).

• Growth mindset and analytical problem-solving skills.

• A minimum of three years’ experience in customer support.

• Proven experience in driving operation process/policy improvement in dynamic operations.

• Ability to identify departmental strategic shifts to meet demands as staff growth, operational necessity and customer contact volume mandates.

• Strong working knowledge of PC based software and applications, e. g. Microsoft Office etc.

• Ability to communicate effectively, develop and maintain professional working relationships with peers.

• Ability to handle multiple projects under pressure.

• killful in focusing on desired results and determining what is the most important and urgent.

• Good communication, planning and execution skills.