【外資・テレワークスタイル】コールセンター受託企業での「Contact Center Manager職」の募集

【テレワークで勤務地フリー】語学力と業界経験を活かして頂ける外資系BPO事業会社

勤務地
日本全国可(在宅勤務)※インターネット環境があれば自宅にて勤務可能

求人情報

募集背景 Replace.
仕事内容 【Key Responsibilities and Accountabilities】 (may perform other duties as requested not specifically addressed in this document)
The CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her program/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. CCM is responsible for operational delivery (Performance and P&L).

【Job Summary / Overview】
・Manages and is responsible for day-to-day activities of one or more unit of operations.
・Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.
・Manage the daily/weekly/monthly P&L
・Develop annual operating budgets and provide fiscal direction of the department.
・Oversees the daily operation of the call center and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT.
・Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.
・Spends time on floor to audit current procedures to monitor and improve efficiency of operations.
・Manages and develops a team of ACM’s in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Center.
・Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day.
・Participate in monthly and quarterly meetings.
・Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.
・Participates in the development and implementation of unit policies and procedures.
・Participate in client meetings as required.
・Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.
・Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.
・Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned
・Other duties assigned.
ポジション Contact Center Manager-CCM
応募条件 Education and Specific Training
・Bachelor’s degree or equivalent experience in a call center or business related field (e.g., management, sales)
Work Experience
・ 3 years of management experience in an inbound/outbound call center
必要スキル 【Technical Skills】
・Computer Skills Usage of MS Office
・Tools knowledge Customer or function specific programs
・Typing speed e.g. At least 130 strokes per minute, Accuracy of 80%

【Competencies and Specific Skills 】(Please highlight skills that are more related to CCM)
・Achievement Oriented・Analytical Ability・Communication Skill・Decision-Making
・Flexibility・Judgment・Management Skills・Planning and Organizing・Problem Solving
・Strategic thinking・Stress tolerance・Coaching Skills
・Skills in testing or results and processes comply with the requirements
・Facilitation Skills・Project management skills・Change management skills
・KPI knowledge and understanding
【マネジメント経験】
必要
【英語スキル】
・Fluency in English (mandatory)
・Fluency in a 2nd Language (preferable)
雇用形態 正社員
勤務地 日本全国可(在宅勤務)※インターネット環境があれば自宅にて勤務可能
勤務時間 9:00〜21:15(実働8時間/休憩60分) 月平均時間外労働時間:20時間程度
休日休暇 完全週休2日制(土日祝日を含むシフト制)特別休暇(慶弔、出産、結婚、育児)、有給休暇10日
福利厚生 【保険制度】健康保険、厚生年金、用保険、労災保険

担当コンサルタント

倉持 康男

専門分野

医療機器、診断薬/分析機器、理化学機器、専門商社(院内物流、共同購買、開業支援) 等

このコンサルタントの詳細を見る
医療機器輸入商社、内資・外資系医療機器メーカーでの20年の営業、マーケティングの経験ベースとして、医療機器・分析・バイオ機器業界を得意領域とする人材コンサルタントとして、求人の詳細なポイントを分かり易くお伝えし、広い業種・職種のご案内させて戴いております。

医療機器メーカー勤務やベンチャー企業の経営、ヘッドハント、時にはリストラ、倒産といったあらゆる状況での経験を活かし、一つの仕事を大切に思う気持ちを持って、応募者のご希望と適性に沿った、ご納得頂ける転職をサポートします。
様々な気持ちやご事情により転職をお考えの皆様へ、その立場や状況を共有し、同じ目線でサポートさせて頂くことをコンサルタントとしての基本姿勢としています。

転職支援サービスへの登録、利用はすべて無料

キャリア相談もお気軽にご相談ください。

無料転職支援サービスに申し込む
TOPへ