Contact Center BPO Operations Manager

The manager will oversee contact center operations for services provided by USEN & U-NEXT GROUP, including a support desk for self-service payment machines. The role is based at the Shibuya headquarters in Tokyo and is responsible for operating a team of approximately 60 people, managing subordinate staff, and achieving key performance indicators agreed with clients.

Responsibilities include taking over management of ongoing outsourced operations, monitoring client KPIs, building operating structures, preparing operating plans, creating scripts and operation manuals, and reporting to internal and external stakeholders. The manager will also prepare estimates for new projects, including staffing plans and profit-and-loss projections, operate and optimize the center based on budgets and PL plans, manage and appropriately assign employees, contractors, and temporary staff, manage budget results and PL performance, and respond to client inquiries.

The position includes responsibility for a group and external-client contact center operation. The current work is primarily for companies within the group, while future responsibilities include strengthening the organization and expanding business with external clients. Vendor management and operational improvement experience can be applied to the role.

Required qualifications are experience in vendor management at a contact center, experience managing a contact center, and experience serving as the responsible counterpart for a client. Welcome experience includes launching contact center teams, including recruitment and operational setup; BPO business experience; recruitment, training, or business-improvement experience; and budget management.

The management structure includes one department head, two section managers, and nine employees. One outsourced vendor with approximately 90 people across four teams is managed through a three-section structure. Managers work through a combination of office and remote work, while operators mainly work remotely. The role is primarily office-based, with remote work available approximately one to two days per week. Flextime is available; stated operating hours include 9:30–18:00 and an approximate schedule of 10:00–18:30. Saturdays, Sundays, and public holidays are generally holidays, although work may be required depending on operations.

Onboarding is conducted at the Shibuya headquarters after joining. The role begins after an explanation from field personnel, with support from the department head during the transition. The employment type is permanent, with annual compensation of JPY 4.5–6.5 million. The annual amount is divided into 14 payments, including additional payments in June and December. Benefits include social insurance, commuting allowance, a remote worker allowance, qualification incentives, defined-contribution pension, group insurance, health examinations, and various company service and leisure discounts.