3 days ago

Customer Care Center Japan Operation Supervisor

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Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Lead the HPS CCC Dalian Japan team delivering remote support to Japan-based customers across consumer and commercial segments. Own service delivery and performance management using KPIs such as CSAT, Remote Resolution Rate, dispatch accuracy, productivity, VIA, cost, and case aging. Drive continuous improvement, enable delivery through staffing and capacity planning, and support AI adoption and digital transformation to improve customer and employee experience.

Location: China

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Manage service delivery and performance by tracking and improving CSAT, service level, RR, productivity, cost, case aging, VIA, and other operational metrics.
•Drive operational excellence through productivity improvement, cost optimization, operational discipline, and continuous process improvement.
•Ensure timely, professional customer issue resolution while collaborating with internal organizations, country teams, and business stakeholders to improve customer experience and support growth.
•Lead AI adoption and digital transformation by improving AI-assisted support capabilities and AI-to-agent experience.
•Build team capability through technical knowledge management, capacity and workforce planning, and fostering employee engagement and a positive team culture.

Key Requirements

•Bachelor’s degree or equivalent education; a preferred major is Computer Science, Business Administration, or a related field.
•High proficiency in Japanese (written and spoken) and fluent English communication skills.
•Minimum three years’ experience in call center, customer support, or service operations, including managing a team of at least 10 people.
•Ability to understand products, processes, tools, and workflows quickly and lead sustainable operational improvements to enhance productivity, efficiency, and cost optimization.
•Strong people management skills, including coaching, performance management, team motivation, and capability development.

Experience:Call centerCustomer supportService operations

Education:

Skills:LeadershipCoachingPerformance managementAnalytical problem-solvingStakeholder management

Languages:JapaneseEnglish

Tech Stack:Microsoft Office

Company Brief

Designs and manufactures personal computers, printers, and related supplies, as well as provides software, services, and solutions for consumers and enterprises worldwide.

Industry: Hardware Devices

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Palo Alto, United States

Founded: 1939

Glassdoor: 3.8

Website LinkedIn

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