Operations Manager BPO Services

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INTRODUCTION

Our client is a leading global BPO provider specializing in Contact Center operations Digital Marketing and Engineering Solutions. With a strong presence across multiple regions the company is dedicated to delivering exceptional service and fostering an employeefocused environment. Known for its commitment to innovation and operational excellence the company partners with clients to achieve transformative results.

ABOUT THE ROLE

The Operations Manager will oversee the internal management of BPO operations ensuring seamless execution and achievement of key performance indicators. The role demands exceptional leadership adaptability and the ability to thrive in a fastpaced environment serving social commerce services.

HIGHLIGHTS

Skills:

• Proven experience in managing largescale BPO operations.

• Fluency in Japanese (JLPT N1) and English (C1 certification).

Competencies:

• Strong leadership and decisionmaking skills.

• Exceptional adaptability flexibility and communication skills to thrive in highspeed environments.

Knowledge:

• Deep understanding of BPO operations KPIs and workforce management.

• Familiarity with social commerce services is an advantage.

OBJECTIVES

• Ensure the smooth execution of daytoday operations while meeting key performance metrics.

• Build strong relationships with clients and internal teams fostering collaboration and mutual success.

• Drive initiatives that improve team efficiency and project outcomes.

RESPONSIBILITIES

Core Responsibilities:

• Manage daily operations and monitor team performance to meet project goals.

• Collaborate with internal stakeholders to ensure seamless service delivery.

• Oversee resource allocation and workforce optimization.

• Prevent and address compliance risks while maintaining operational efficiency.

• Foster a culture of adaptability and collaboration to align with social commerce demands.

Additional Responsibilities:

• Develop and implement training programs to enhance team performance.

• Report on operational metrics and provide actionable recommendations for improvements.

• Oversee the implementation of quality assurance plans across projects.

REQUIREMENTS

MustHave:

• 5 years of experience in BPO operations with at least 3 years as an Operations Manager in a BPO setting.

• Fluency in Japanese (JLPT N1) and English (C1 certification).

• Experience living in Japan or working with Japanese organizations.

• Strong leadership skills and the ability to manage diverse teams.

• University degree or equivalent higher education qualification.

NicetoHave:

• Familiarity with social commerce services.

• Knowledge of tools and technologies used in BPO and Contact Center operations.

Behavioral Competencies:

• Strong organizational skills and attention to detail.

• Ability to adapt to dynamic fastpaced environments.

DETAILS

Reporting Line: Senior Operations Manager.

Team Management: Operations Team Leaders Operations Agents and support staff.

Compensation: Competitive salary with benefits during the probation period including housing support.

Nationality: Any nationality eligible to work in Japan

Benefits:

• Full social and health insurance.

• Support for housing expenses during the threemonth training period (candidates must select from a companyapproved list).

• Support for VISA application for family members.

• Multinational work environment with opportunities to collaborate with global teams.

Engagement Type: Fulltime.

Working Location: Tokyo City (Ikebukuro) or Okinawa City (Naha) Japan.

Working Time:

• Tokyo: Weekdays 10:00 AM 7:00 PM.

• Okinawa: Weekdays 9:00 AM 6:00 PM.