Operations Supervisor (Bilingual)

E-Guardian Philippines Inc. has an exciting opportunity for an experience back-office Japanese-Speaking Operations Supervisor (JLPT N1 or native proficiency level) within a Japanese BPO company in Makati.

The ideal candidate for this role is a highly driven and positive professional with an entrepreneurial mindset and great people management skills to manage a high-performing support team. Background in back-office operations, particularly web support, ads monitoring, data encoding and verifying will be valuable.

The Operations Supervisor lead must have native fluency of the Japanese language to effectively carry out client communication as well as to build and maintain harmonious client relations. Agility, creativity, confidence, and flexibility to work in a start-up multi-cultured environment are a must.

REQUIREMENTS:

• Bachelor’s degree, any field, preferably business-related
• Preferably with at least 2-5 years of relevant work experience
• Passed at least the JLPT N1 Exam and/or can communicate in Japanese with native-level fluency.
• Excellent analytical, time management, attention-to-detail, and problem-solving skills
• Tech-, web- and social media savvy
• Proficiency in MS Excel
• Excellent verbal and written English skills
• Self-discipline, strong work ethics, personal and professional integrity

GENERAL RESPONSIBILITIES:

• Analyze and demonstrate a clear understanding of the business process, products and services, and client profiles, especially service level agreements (SLAs)
• Monitor productivity and quality of work on team and individual level; Develop, modify and strictly implement key performance metrics based on various project SLA;
• Be the team’s SME (subject matter expert) and act as QA - analyze common customer issues, develop processes to effectively correspond; coach and train team members accordingly
• Support team chief supervisor and management by actively fostering positive morale, open communication, and teamwork
• Prioritize and resolve escalated issues and complaints;
• Motivate team to achieve work goals; Support individual career development by conducting regular coaching and mentoring sessions
• Be an example or good behavior and ensure team member compliance to company rules; Recommend and execute corrective actions fairly and in a timely manner
• Recommend and develop tools, processes or strategies to improve quality, productivity, efficiency, and employee retention;
• Manage staff expectations, lead the change management process while implementing process improvement initiatives and be a consistent source of guidance
• Conduct root cause analysis and develop recommendations for issues concerning the operations team and work closely with other departments (e.g., HR, General affairs, Finance, IT, etc.) and Management to resolve these
• Perform all administrative tasks including but not limited to accomplishing timesheets, expense reports, and progress summaries and reports within the timeframe designed by Management;

This is not necessarily an exhaustive list of duties and responsibilities associated with your role. Management may modify this list or assign you to other tasks as required by the business.