Customer Service Team Leader - Japanese Speaker

Summary: We are looking for a talented individual to oversee a team of agents providing multi-channel customer support (inbound and outbound calls). The role ensures service excellence, team engagement, and operational performance aligned with KPIs. The Team Lead acts as a coach, mentor, and problem-solver — supporting agents in complaint handling, order and return processing, and customer satisfaction improvement. This position requires strong background in call centre operations, effective leadership, analytical thinking and cross-functional collaboration. Client is constantly evolving; there is potential to grow with us in the engagement centre or to other areas of the company.

Responsibilities

Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellenceMonitor and manage day-to-day operations across all communication channelsSupport agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolutionReview team and individual performance data, identify trends, and drive continuous improvementPrepare and present daily/weekly/monthly performance reportsCreate concise and impactful operational briefing decks for stakeholder meetingsCollaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiativesConduct regular one-on-one and on-the-floor coaching sessions to build capability and engagementManage team schedules, attendance, and adherence to shift timingsEnsure adherence to quality, compliance, and data protection standards or regulatory guidelinesUtilize SAP and Salesforce to oversee case management, order flows, and performance metricsFoster a positive, inclusive, and high-performing team cultureIdentify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coachingJob QualificationsProven experience in leading customer support teams across multiple channels with solid understanding of related technologiesExperience in supervisory or team lead role, with strong leadership, coaching, and mentoring skillsExcellent communication, interpersonal, and conflict-resolution skillsAbility to thrive in a fast-paced, target-driven environmentFluent English & Japanese languague proficeincy.