customer service Operations Manager - 100k starting salary / 50k signing bonusJapan Gate Aide Corporation

Compensation Package and Perks:
100k starting salary
50k signing bonus
Transportation allowance
Attendance incentives
Meal allowance
Free flowing coffee in the office
Perks upon regularization:
HMO
15 Vacation leave
10 Sick leave
Retirement
Annual salary increase depending on performance
CUSTOMER SERVICE OPERATIONS MANAGER
 
Job Purpose: 
 
We are seeking an Operations Manager for a customer support business (chat-based) in Cebu, scheduled to launch in October. This role involves overseeing the management of on-site team members and operations.
 
The main responsibilities include managing the team responsible for customer interactions, such as reservation reception for beauty clinics operating within Japan. This includes conducting training, motivating team members, managing shifts, and coordinating with Japanese managers. We welcome candidates with experience in management roles in call centers or similar environments. Please note that there may be instances where photos of medical cases are shared, so having a resilient disposition is preferred.
 
As this is a new setup, there will be a need to optimize training flows, manuals, and organizational structure as operations progress. You will work alongside experienced Japanese managers, taking an active role in improving and streamlining team operations, approaching the business from a managerial perspective.
 
Job Duties:
Engage in real-time chat interactions with customers
Creating and reporting on team metrics (inquiry volume, response rate, appointment rate, etc.)
Proposing and implementing improvements to maximize team performance (team composition, systems, etc.)
Conducting performance analysis and improvement initiatives (chat response speed, accuracy, collaboration with other team members, etc.)
Evaluating team performance with key metrics (accuracy, call-waiting time, etc.)
Managing team motivation (conducting meetings, etc.)
Conducting training sessions to improve team members' chat support skills (continuously improving training programs)
Making improvement suggestions for operation manuals
Collaborating with the Japan headquarters for questions that require judgment from qualified personnel (medical professionals) or the responsible personnel in Japan
Managing team schedules and attendance
Attending training sessions at the Japan headquarters (specific dates to be discussed during the interview)
Qualifications:
Minimum of 2 years of experience as a call center manager or in a similar role
Experience in customer service
Outstanding communication and interpersonal skills
Computer literacy, including proficiency in email and chat systems
English proficiency
Excellent organizational and leadership skills with problem-solving ability
Bachelor's degree or equivalent; higher degree in a relevant discipline will be appreciated.