Operation Associate Manager - Japanese Speaking

Job Descriptions:

• Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence
• Monitor and manage day-to-day operations across all communication channels
• Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution
• Review team and individual performance data, identify trends, and drive continuous improvement
• Prepare and present daily/weekly/monthly performance reports
• Create concise and impactful operational briefing decks for stakeholder meetings
• Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives
• Collaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processes
• Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement
• Manage team schedules, attendance, and adherence to shift timings
• Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines
• Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics
• Foster a positive, inclusive, and high-performing team culture
• Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching

Job Qualifications:

• Proven at least 5 years of experience in leading customer support teams across multiple channels with solid understanding of related technologies
• Experience in Supervisory or team lead role, with strong leadership, coaching, and mentoring skills
• Excellent communication, interpersonal, and conflict-resolution skills
• Ability to thrive in a fast-paced, target-driven environment
• Strong language proficiency in Japanese and English