Michael Page
- Great company-provided benefits and flexible environment|Impactful role with great career potential
About Our Client
Our client is one of the most iconic luxury brands in the world.
Job Description
As the Head of the Customer Care Call Center you will have the responsibility to improve the overall operations of the call center, increase the business potential of the Brand’s stores and the potential of the sales staff who interact with clients, thus contributing directly to the growth of the business.
Among The Main Responsibilities
- Manage and improve the overall operations of the call center (BPO with around 50 people)
- Workforce Optimization: Implement strategies for balancing service quality and operational efficiency
- Enhance knowledge sharing through manuals, FAQs, and knowledge management systems (about the company’s products)
- Introduce training systems to prevent high turnover rates
- Develop and implement information management systems and training programs for the call center operators
- Collaborate with stakeholders across global, corporate, IT, and business units for seamless execution
- Develop strategies to manage phone numbers across all channels including toll-free, SAB, department stores, and wholesale stores
- Enhance customer interactions by using technology such as IVR, chats, and AI-powered channels
The Successful Applicant
The ideal candidate has a strong interest in the luxury retail industry and has a successful background as the manager of a call center, improvement of operations, and is also motivated to improve the existing Team and its operations and optimize overall performance.
In order to succeed, the candidate presents the following qualifications:
- Experience in call center management with at least 20 people, including provision of training and creation of FAQs and manuals
- Tech oriented – Knowledge of IT system-development processes, Analytics, and AI empowerment tools is a plus
- Great listening and communication skills to be able to juggle tasks and communicate between different departments
- Good command of English required to sometimes communicate verballywith other Regional Teams and for occasional presentations
- Native level of Japanese – minimum N1 level with great knowledge of Keigo
- Knowledge of the industry is a plus but not mandatory
With some degree of flexibility about the above, if you think you are the right person for the job, we’d love to hear from you!
What’s On Offer
- Different bonus systems
- Flexible working schedule and environment (no weekends)
- Several company perks such as discounts, recreational activities and other support systems
Contact: Davide Capretta
Quote job ref: JN-012025-6298898