Japanese Team Manager

6 meses atrás

Lisboa, Portugal Elevus Tempo inteiro

We are looking for a talented and accomplished **Japanese Team Manager** to build, lead and support a high performing team of engaged and capable agents to deliver excellent customer service through meeting and exceeding agreed performance standards.

As a Team Manager in this project, your daily responsibilities will include:

- Perform monthly planning in advance - with weekly updates - to ensure successful completion of coaching and performance management requirements and other primary activities;
- Plan to deliver all required PeakOS deliverables to ensure alignment to global standards.
- Coach and develop agents by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development;
- Continually review and monitor work performance of all agents against agreed KPIs;
- Run regular performance reviews (SKEP) ensuring objectives are continuously reviewed and linked to business KPIs, and appropriate performance improvement plans (PIP) are implemented;
- Have regular 1:1 meetings with each agent and ad hoc documented meetings to discuss specific events, issues and concerns;
- Run frequent team meetings in order to discuss and improve the quality of the operation and KPIs;
- Conduct Variation Based Management (VBM) analysis to identify focus agents and KPIs in preparation for performance reviews;
- Proactively manage team absenteeism and attrition;
- Perform S.T.A.R. discussions to ensure agents at risk are retained;
- Ensure return to work interviews are completed.
- Perform the real time management of agents;
- Keep the Operations Manager informed about the day-to-day operations of the project (main indicators and trends) and, where necessary, place urgent focus on issues that are at variance with norms and on problem situations, or identify areas of improvement in order to reduce cost, increase quality and/or reduce risk;
- Perform the continuous performance management (CPM) discussion with the agent to review annual performance.
- Ensure key messages are communicated and cascaded to all team members, encouraging feedback and sharing of ideas and best practice;
- Encourage participation in the company programs;
- Connect with each agent on a daily basis, virtually or in person, to check-in, build connections and provide support;
- Ensure associates are recognized and rewarded for outstanding achievements/ performance in line with company mission and values.
- Promote awareness of engagement surveys and ensure actions from surveys are implemented and continuously reviewed;
- Embed the culture and values of the organization in the interactions with the team.
- Continuously monitor agent calls, either via side by side or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved;
- Ensure accurate and timely communication of any client issues to Operations Manager;
- Perform all company and client procedures and following all processes accurately.
- Ensure appropriate actions are taken to improve client satisfaction survey scores.
- Time keeping
- Shift requests
- Short-term leave request and annual leave planning
- Service requests
- SuccessFactors
- New hire onboarding
- Company trainings and ongoing personal development
- Any other secondary tasks that need to be performed

**To succeed in the role, you will need to have**:

- Native or proficient Japanese spoken and in written (mandatory)
- Advanced level of English (at least C1) both verbal and written
- Excellent knowledge of all MS office tools (Word, Excel, PowerPoint, Outlook)
- Exceptional self-discipline and ability to follow established processes
- Sales expertise
- Reliability and accountability
- Unwavering integrity and ethical standards
- High emotional intelligence and social savvy
- Excellent interpersonal and communication skills, including active listening
- Customer-focused approach to problem-solving
- Effective time management and ability to prioritize workload
- Innovative problem-solving skills and ability to think outside the box
- Results-driven and deadline-oriented mindset
- Resilience and ability to handle stress and pressure
- Clear and concise communication style, with the ability to convey instructions effectively to the team
- Continuous learning and professional development mindset.
- Affinity to tools related to virtual communication (chat, webcam, virtual communication platforms)
- Ability to interact positively with staff at all levels
- Must hold EU citizenship or valid work permit for Portugal

**Education And Experience**
- Minimum 1 year working in BPO production or comparable customer service
- Should be at least one certified/finalized professional education

**Benefits.**
- Competitive wages
- Paid professional training
- Employee discounts
- Private healthcare & dental insurance (after six months of employment)
- Growth opportunities through various development programs
- Fun and engaging company-wide

  • Japanese Speaking Localization Manager

    7 meses atrás

    Lisboa, Portugal CoinPoker Tempo inteiro

    **Title**: Japanese Localization Manager **Department**: Creative **Location**: UK or Europe, Remote **About CoinPoker** Welcome to CoinPoker, the revolutionary crypto-poker platform where cutting-edge blockchain technology meets the exhilarating world of online poker. At CoinPoker, we are transforming the poker experience with fast, secure, and...

  • IT Crisis Manager

    3 semanas atrás

    Lisboa, Lisboa, Portugal Buscojobs Portugal Tempo inteiro

    Are you a tech-savvy individual with expertise in crisis management and Japanese culture? We're seeking a skilled IT Crisis Manager to join our team in Portugal. With a competitive salary of €38,500 per annum and opportunities for career advancement, this role offers the perfect blend of challenge and reward.About the RoleThe primary focus of this position...

  • Japanese Quality Assurance Analyst

    Há 1 mês

    Lisboa, Lisboa, Portugal David Kennedy Recruitment Tempo inteiro

    Job Title: Quality Assurance Analyst with JapaneseCompany: David Kennedy RecruitmentWe are seeking a detail-oriented and analytical Quality Assurance Analyst with Japanese language skills to join our team. The successful candidate will be responsible for ensuring the quality of content assessments, providing thorough written explanations to support their...

  • Japanese Speaking Quality Assurance Specialist

    1 semana atrás

    Lisboa, Lisboa, Portugal Recruitment Direct Tempo inteiro

    This role is a fantastic opportunity for someone who is passionate about ensuring the highest standards of quality across various content types. As a Japanese Speaking Quality Assurance Analyst, you will be responsible for evaluating and rating content including audio, video, text, and photos, providing thorough written explanations to support each rating...

  • Japanese Customer Support Role

    Há 1 mês

    Lisboa, Lisboa, Portugal Cross Border Talents Tempo inteiro

    Customer Support Agent for Japanese ClientsWe are seeking a highly skilled Customer Support Agent to join our team at Cross Border Talents. As a Customer Support Agent for Japanese clients, you will be the first point of contact for our clients requiring assistance with their products or services. Your primary role will be to respond to customer inquiries...

  • Japanese Game Host for Live Casino

    3 semanas atrás

    Lisboa, Lisboa, Portugal Yolo Group Tempo inteiro

    Game Host OpportunityWe are seeking a charismatic and experienced game host to join our team at Yolo Group. As a game host, you will be the main point of contact for our customers, ensuring they have an exceptional entertainment experience.The ideal candidate will have excellent communication skills, both in Japanese and English, and be comfortable...

  • Japanese Language Content Validator

    Há 1 mês

    Lisboa, Lisboa, Portugal Talingual Limited. Tempo inteiro

    **About the Role**We are seeking a highly skilled Japanese language content validator to join our team at Talingual Limited. As a validator, you will be responsible for reviewing the written content of online advertisements to ensure accuracy and attractiveness.The ideal candidate will have excellent communication skills in Japanese, a good command of...

  • Japanese Speaking Quality Analysts

    4 meses atrás

    Lisboa, Portugal Recruitment Direct Tempo inteiro

    Japanese Speaking Quality Analysts - Office based Lisbon Japanese Speaking Quality Assurance Analyst - Office based in LisbonLisbon, PortugalThis role is office based in Oeiras, Lisbon.Candidates must already live in Portugal and have either an EU passport OR Portuguese Residence Card.Job OverviewOur project currently seeks a Quality Assurance Analyst to...

  • Japanese Speaking Quality Analysts

    3 semanas atrás

    Lisboa, Portugal Recruitment Direct Tempo inteiro

    Japanese Speaking Quality Analysts - Office based Lisbon Japanese Speaking Quality Assurance Analyst - Office based in LisbonLisbon, PortugalThis role is office based inOeiras, Lisbon.Candidates must already live in Portugal already and have either an EU passport OR Portuguese Residence Card.Job OverviewOur project currently seeks a Quality Assurance Analyst...

  • Senior Japanese Content Writer

    2 meses atrás

    Lisboa, Lisboa, Portugal Safety Feuerlöschtechnik E.K. Tempo inteiro

    About the JobSafety Feuerlöschtechnik E.K. is seeking a skilled Japanese Safety Content Writer to join our team. As a safety content writer, you will be responsible for identifying language patterns, rewriting and improving AI-generated responses, and adhering to safety categories.Your QualificationsYou speak Japanese at a native level and are fluent in...

  • Japanese Speaking Quality Analysts

    3 semanas atrás

    Lisboa, Portugal Recruitment Direct Tempo inteiro

    DescriptionJapanese Speaking Quality Assurance Analyst - Office based in LisbonLisbon, Portugal €1600-1700 gross per monthThis role is office based in Oeiras, Lisbon.Candidates must already live in Portugal already and have either an EU passport OR Portuguese Residence Card.Job OverviewOur project currently seeks a Quality Assurance Analyst to join our...

  • Japanese Language Quality Assurance Specialist

    3 semanas atrás

    Lisboa, Lisboa, Portugal Recruitment Direct Tempo inteiro

    Recruitment Direct is seeking a highly skilled Japanese Language Quality Assurance Specialist to join our team in Lisbon, Portugal. This office-based role offers a unique opportunity for individuals with native-level Japanese and English C1 proficiency to work on quality assurance tasks.We are looking for a detail-oriented professional who can evaluate and...

  • Highly Skilled Japanese Customer Support Representative

    4 semanas atrás

    Lisboa, Lisboa, Portugal Cross Border Talents Tempo inteiro

    Are you passionate about delivering exceptional customer experiences and staying up-to-date with the latest technologies?We are looking for a highly skilled Japanese Customer Support Representative to join our team at Cross Border Talents in Lisbon, Portugal.Your Mission:Provide top-notch customer support to our clients by answering inbound calls and...

  • Japanese Relationship Manager IT Lisboa Portugal Opportunity

    1 semana atrás

    Lisboa, Lisboa, Portugal Buscojobs Portugal Tempo inteiro

    Company Overview: AXIANS aims to create a collaborative and inclusive environment with a culture of proximity. We prioritize social and environmental corporate responsibility actions.Salary: The estimated annual salary for this position is between €30,000 - €40,000.Job Description:We are seeking a Critical Situation Manager to join our team. The primary...

  • Japanese Speaking Quality Analysts

    4 meses atrás

    Lisboa, Portugal Recruitment Direct Tempo inteiro

    Description Japanese Speaking Quality Assurance Analyst - Office based in LisbonLisbon, Portugal €1600-1700 gross per monthThis role is office based in Oeiras, Lisbon.Candidates must already live in Portugal already and have either an EU passport OR Portuguese Residence Card.Job OverviewOur project currently seeks a Quality Assurance Analyst to join our...

  • Japanese Speaking Quality Analysts

    3 semanas atrás

    Lisboa, Portugal Recruitment Direct Tempo inteiro

    Japanese Speaking Quality Assurance Analyst - Office based in Lisbon Lisbon, Portugal €******** gross per month This role is office based in Oeiras, Lisbon. Candidates must already live in Portugal already and have either an EU passport OR Portuguese Residence Card. Job Overview Our project currently seeks a Quality Assurance Analyst to join our team. The...

  • Japanese Speaking Quality Analysts

    4 semanas atrás

    Lisboa, Portugal Recruitment Direct Tempo inteiro

    Japanese Speaking Quality Assurance Analyst - Office based in Lisbon Lisbon, Portugal €1600-1700 gross per month This role is office based in Oeiras, Lisbon. Candidates must already live in Portugal already and have either an EU passport OR Portuguese Residence Card. Job Overview Our project currently seeks a Quality Assurance Analyst to join our team. The...

  • Japanese Speaking Quality Analysts

    4 meses atrás

    Lisboa, Portugal Recruitment Direct Tempo inteiro

    Japanese Speaking Quality Assurance Analyst - Office based in Lisbon Lisbon, Portugal €1600-1700 gross per month This role is office based in Oeiras, Lisbon. Candidates must already live in Portugal already and have either an EU passport OR Portuguese Residence Card. Job Overview Our project currently seeks a Quality Assurance Analyst to join our team....

  • Quality Assurance Specialist

    2 semanas atrás

    Lisboa, Lisboa, Portugal Recruitment Direct Tempo inteiro

    Job Title: Quality Assurance Specialist - Japanese Language ExpertLocation: Lisbon, PortugalSalary: €******** gross per monthAbout the Job:We are seeking a highly skilled Quality Assurance Specialist to join our team in Lisbon, Portugal. The successful candidate will be responsible for ensuring the highest standards of quality across various content...

  • Japanese Vip Account Manager

    2 semanas atrás

    Lisboa, Portugal Yolo Group Tempo inteiro

    Our VIP department is growing, and we are looking for new talent to join us on our journey! Bring your passion and energy to our team!Being part of the Yolo family means working at a dynamic, international, and fast-paced fintech company that offers an ideal workplace for those who want to make a difference and contribute to the growth of the organization....