HP

Japan Operation Supervisor

Description -

Job Description:

CSSD CCC Dalian Japan team provides remote service to Japan Consumer and a part of commercial customers. This supervisor manages team to deliver quality services to the customer, measure and report the delivery parameters and drive ongoing improvement including customer S-NPS, RPS, Productivity, VIA and financials etc. the new supervisor will report to CDC Dalian Japan operation lead.

Responsibilities:

• Manage care center key performance, such as S-NPS, service level, cost and case age, ensure a quality support environment and obtain maximum customer satisfaction.
• Meet and exceed customer expectations for resolutions, and work closely with other organizations if necessary.
• Facilitate teams in updating their knowledge to constantly meet customers’ needs for resolutions in terms of technical capability, soft-skill and language, etc.
• Responsible for delivery enabling, including capability and capacity planning. Work with the resource team to implement resources plan.
• Develop and improve operational processes to ensure the efficiency of the care center.
• Collaborate with senior management on ideas for improvement and implement strategic plans and adjust processes where appropriate and necessary.
• Participate in operation transformation and improvement projects as needed and perform other duties as assigned.
• Foster team work and best working environment for employee to achieve best employee experiences and business result in terms of VIA, productivity and other key performance indexes.

Knowledge and Skills:

• Bachelor degree or equivalent education; Majoring in Computer Science or Business Administration is preferred.
• Good proficiency in Japanese and English (written/spoken).
• Growth mindset and analytical problem-solving skills.
• A minimum of three years’ experience in customer support.
• Proven experience in driving operation process/policy improvement in dynamic operations.
• Ability to identify departmental strategic shifts to meet demands as staff growth, operational necessity and customer contact volume mandates.
• Strong working knowledge of PC based software and applications, e. g. Microsoft Office etc.
• Ability to communicate effectively, develop and maintain professional working relationships with peers.
• Ability to handle multiple projects under pressure.
• Skillful in focusing on desired results and determining what is the most important and urgent.
• Good communication, planning and execution skills.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (China)

Travel -

Relocation -

EEO Tagline - 

HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.