Center Manager - Japanese Speaker

About the job

At TLScontact, we collaborate with governments worldwide to provide visa and consular services for travelers and citizens. Our expertise in visa processing allows us to apply secure processing experiences to a variety of government and citizen services, both abroad and in-country. By leveraging new technology, we support governments in their digital transformation, enhancing efficiency and customer service.

Reporting to: Zone Manager

Subordinate: Operations Manager

Requirements:

- Qualifications: Bachelor's degree in management or a related field; overseas study and work experience is preferable.

- Experience: Over 3 years of working experience, including 2 years in management.

- Skills and abilities:

- Excellent command of English; native or fluent in Japanese.

- Strong communication and interpersonal skills.

- Ability to establish and maintain effective relationships with team members and customers.

- Demonstrable skill in independent problem-solving.

- Self-motivated, patient, and professional.

- Strong sense of responsibility and ability to work well under pressure.

- Experience managing in a collaborative team environment, delegating workloads and authorities.

- Knowledge of customer service techniques and principles.

Responsibilities:

- Develop, coordinate, and implement first-class application processing services.

- Achieve all client-led Service Level Agreements.

- Lead, develop, motivate, coach, manage, and organize teams of Supervisors and Customer Service Advisors.

- Provide statistical and analytical insights to drive operations in meeting client SLAs.

- Maximize productive efficiency and improve current delivery and reporting processes.

- Ensure quality customer service and maintain appropriate communication channels between staff and customers.

- Keep customer information confidential.

- Adapt to changing business needs as responsibilities may evolve.

- Report to upper management.

ISO Duties:

- Participate in security-related training.

- Attend ISMS Management Review Meetings.

- Support security internal audits.

- Implement and maintain security-related procedures within the scope of supervision.

- Ensure security activities are assigned to designated employees and requirements are communicated and followed.

- Report security incidents to the security team and track issues to closure.