Japanese Speaking Customer Service Operation Manager

Overview

Working hours: Monday to Friday, 8:30 AM – 5:30 PM Note: Depending on project requirements, flexibility in working hours may be required. 

Location: Penang or Kuala Lumpur, Malaysia 

Project operations: 24/7 (24 hours, 7 days a week) 

Position Overview 

This role is responsible for overseeing and optimizing the overall operations of a customer support project for a global client. 

You will lead service excellence and business performance by improving customer experience, driving operational efficiency, and managing teams effectively. As a key member of the project, you will work closely with the client and play a central role in ensuring stable and high-quality service delivery. 

Responsibilities

Key Responsibilities 

• Oversee end-to-end operations and drive performance optimization  

• Design, manage, and improve KPIs and SLAs  

• Lead and develop Team Leaders and Supervisors  

• Manage client communications, including regular meetings and reporting  

• Develop and implement initiatives to improve customer satisfaction  

• Drive process improvements and operational efficiency  

• Handle escalations and manage operational risks  

• Manage resources including workforce planning, scheduling, and cost control  

• Lead implementation and management of new initiatives and projects  

Qualifications

Requirements 

• Management experience in a BPO/contact center environment related to the travel or airline industry  

• Bachelor’s degree or equivalent work experience  

• Minimum 5 years of experience in a contact center or BPO industry  

• Proven people management experience  

• Experience in driving improvements based on KPI and data analysis  

• Experience in client management, including reporting and stakeholder engagement  

Preferred Skills 

• Experience managing high-volume, real-time operational environments  

• Experience working in a global or multicultural environment  

• Experience leading CX (Customer Experience) improvement initiatives  

• Experience managing digital channels (chat, email, social media)  

• Experience in project setup or transition  

Language Requirements 

• Japanese: Native level (C1 or above)  

• English: Business level (B2 or above)  

What Makes This Role Attractive 

• High business impact through collaboration with global clients  

• Opportunity to manage large-scale operations and contribute to strategic decisions  

• Leadership experience in managing multicultural teams  

• Opportunity to build an international career