Premium Support Manager

Job Description: You will be responsible for the overall operation and management of the Premium Support Team. Main Responsibilities: - Overall team operation and management - Development and performance management of the Team Lead and team members - Management and improvement of KPIs, work quality, and productivity - Collaboration with managers from other departments and clients - Participation in internal and external meetings, presentations, and document creation - Promotion of business improvement projects - Various reporting related to team operations - Other general managerial duties Working Hours: Starting September 7th, 8 hours of work between 8:00 PM and 9:00 AM (5 days a week, including weekends and holidays). Job Requirements: - Management experience in the contact center, BPO, or customer support industry - People management experience (including training and evaluation of Team Leads and Supervisors) - Experience in KPI management and business process improvement - Native-level Japanese - Business-level English (CEFR B2 level / TOEIC 750 target) - Basic proficiency in Microsoft Office (Excel, Word, PowerPoint) - Possession of a valid residence status for employment in Japan - Managerial experience in the BPO industry - Experience in client negotiation and relationship building - Knowledge of and experience in Lean Six Sigma (LSS) improvement activities - Excel (macro, VBA) skills - Experience working on global projects Technical Requirements: - A quiet workspace, such as a private room, where you can concentrate on your work - A suitable work environment, including a desk and chair, for long hours of work - A fiber optic internet connection (Download speed: 20Mbps or higher, Upload speed: 15Mbps or higher, Latency: 70ms or less) - A wired LAN connection available