Team Lead

Work location: Yokohama

Shift: 9:00 AM to 6:00 PM Japan Time (May need to work on weekends and some schedules will be 8:30 AM to 5:30 PM or 8:00 AM to 5:00 PM)

Required language: Native level Japanese and English

Qualifications:

• 3 to 5 years of Team handling experience in a call center.
• Good communication skills, a mature person able to handle team communication, grievances, project and client.

Technical skills:

• Basic MS-Excel skills.
• Familiarity of MS office tools: outlook, internet
• Good writing and comprehension skills

Behavioral skills:

• Independent and responsible attitude toward jobs, dealing with unknown situations on your own
• Ability to learn on your own initiative
• Tolerance toward busy environment with many calls and emails
• Flexibility on working schedule
• Ability to overlook entire workplace and take proactive measures
• A clear focus on superior customer service and continuous business performance improvement
• Experience in analyzing performance metrics and managing proactively for continuous improvement
• Demonstrated capacity to apply statistical measures to workflows and performance monitoring
• Outstanding communication skills, both verbal and written
• Task and goal-orientated, with high energy levels and strong attention to detail
• Capable of prioritizing issues, and working with a sense of purpose and ownership
• Analytical, with strong problem-solving skills

Preferred:

• BPO experience is preferred
• Order Management experience is preferred