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Torisetsu Contact Center Management

  • Chiyoda-ku
  • R-93643
  • Customer Service Management
  • Full Time
  • Added

Job Purpose (Why job exists)

This job is responsible for building, managing and promoting best relationship between Assurant and a third party vendor who runs Torisetsu Technical Support and contact center for us.

This position will directly oversee Torisetsu Technical Support/ Contact Center to ensure positive morale and effective daily operations to develop the best technical contact center in the market that covers multiple products, Mobile, PC, IoT and Home appliances. To implement the best methods and procedures to offer the best support to customers, he/she will be required to manage and nurture technical contact center agents and achieve the highest NPI in the market.

Primary Job Accountabilities/ Responsibilities

  • Responsible for overall cost, quality, and customer satisfaction of Torisetsu Technical Support/ Contact Center operations
  • Manage all aspects of various SLA/ KPIs ensuring overall performance meets/ exceeds expectations as well as developing, implementing and following up on action plans for any missed SLA/ KPIs
  • In charge of overall Customer Experience relating to Torisetsu Technical Support/ Contact Center including NPS survey outcome, its review, and implementing improvement actions
  • Constantly assess processes/ procedures/ actions taken by agents, identify areas of improvement, propose actions to change/ take, and ensure suggested actions are taken to improve customer experience and drive performance
  • Perform live and blind monitoring to improve performance on agent by agent basis with emphasis on sales technique, presentation, and compliance
  • Keep KPIs and other performance metrics data in designated systems, prepare and provide daily management reporting highlighting key SLA/ KPIs
  • Address escalated issues and complaints from various parties such as clients, vendors, Assurant colleagues, track issues/ complaints to resolution/ closure and include them in daily reporting
  • Escalate issues to management for resolution when necessary
  • Build institutional knowledge to improve quality of technical support via calls/ chats and assist drafting job aids for contact center agents to learn about products, customer service skills, etc.
  • Deliver feedback to the vendor on their quality management efforts on a weekly basis
  • Create ‘post mortem’ performance review as needed
  • Conduct complete site audit for each vendor site, including clients if applicable
  • Actively adopt digital and technology to pursue new Customer Experience and Digital Experience with back-end process to sustain
  • Address, reconcile, and acquire approvals for invoice prior to submitting to Finance

Basic Qualifications Required - Experience, Skills, and Knowledge

  • Bachelor’s degree
  • Minimum 5 years of experience managing call center or vendor
  • Experience in technical support management for Smartphones, PCs, and home Appliances such as TVs, recorders, air conditioners, refrigerators, and Home Connected Device support for personal computers, smart speakers, routers, etc.
  • Good command of Japanese and English languages
  • Good communicator with all levels of stakeholders/ colleagues internally and externally
  • Experience managing multiple site locations

Preferred Experience, Skills, and Knowledge

  • Familiarity with and working experience/knowledge with Smartphones, PCs, Home Appliances, HOME Connected Device and warranty business
  • Experience leading the team
  • Able to deal/ cope with or enjoy volatility, uncertainty, complexity, and ambiguity

DISCLAIMER

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.


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