BPO Operations Management

This contract role supports BPO contact-center operations at TACT. The person helps launch new engagements at the company's centers, including work taken over from another provider. Responsibilities include preparing manuals and training operators before operations begin.

Day-to-day work also includes responding to operator escalations, communicating with clients, managing profit and loss for the center, and carrying out personnel management and other activities required to operate a contact center. The role works with many staff members and includes responsibility for coordinating operations as part of the management team.

Applicants must have experience in contact-center operations or management, including operator management or business administration. Experience in customer service is welcome, as is proficiency with Excel and other PC operations. The role seeks someone who can communicate smoothly with operators and other managers, anticipate risks in advance, develop countermeasures, and implement them.

The position is assigned to TACT, whose business areas include AI concierge services, RPA consulting, outsourced call-center operations, and staffing services. The organization lists management teams at its Tokyo, Fukuoka, and Okinawa centers. The Tokyo center has five operations managers, the Fukuoka center has 35, and the Okinawa center has seven.

Employment is as a contract employee.

A system for promotion to regular employee status is available.