Lead a USEN Contact Center department serving customers across electricity services, payment terminals and security-camera support.
About this role
This role manages BPO contact-center operations at the Tokyo Center or Kamiyacho Center. Depending on the assigned location, responsibilities may include launching new services by taking over operations previously handled by another company. Launch activities include preparing manuals, training operators, and supporting operator recruitment.
Day-to-day contact-center operations include responding to escalations from operators, communicating with clients, managing profit and loss, and managing personnel. Client-facing work includes reporting on operating progress and exchanging information and opinions about service operations.
Applicants must have experience in contact-center operations and management, including operator management and business administration. They must be able to communicate smoothly with operators and other managers, anticipate risks, develop countermeasures, and put those measures into practice. The role also requires the ability to use office tools.
Experience launching a contact center, technical support experience, call-center operations experience, or sales and retail experience is welcome.
The Tokyo Center has five operations managers, including one permanent employee, and the average employee age is in the mid-30s. The Kamiyacho Center has 150 employees, with an approximately 6:4 gender ratio, and 12 operations managers excluding dispatched managers.
The position is a regular employee role at TACT. Work locations are in Jingumae, Shibuya-ku, and Shibakoen, Minato-ku, Tokyo.
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