Senior Customer Service Operations Manager

About UsTranscosmos is one of Asia’s leading BPO service providers. Transcosmos Taiwan was established in 2016 as a local subsidiary of Transcosmos. Building on our Japanese corporate culture, we place strong emphasis on team development and specialize in BPO and customer service outsourcing operations. As part of our global organization, we continue to expand our presence and impact worldwide.Job Responsibilities★ Lead the operations of Taiwan-based sites for cross-border projects and develop strategies to achieve project service targets and KPIs.◆ Team Management: Oversee project performance, employee development, and cost control.◆ Quality Management: Ensure stable and consistent service processes to meet client KPIs and continuously improve operational efficiency.◆ Cross-Border Collaboration: Collaborate and communicate with overseas clients and Transcosmos subsidiaries across different countries and regions.Requirements◆ Experience managing a customer service center with 50 or more employees.◆ Experience in BPO operations management.◆ Strong business English communication skills.◆ Strong ability to prepare and consolidate business documents and reports in English.Preferred Qualifications◆ Experience in global or cross-border BPO operations.◆ Overseas work experience.◆ Experience using CRM and telephony systems, such as Salesforce, Avaya, and Genesys.◆ Experience in P&L management.Work LocationDue to project operations, this position requires travel between our Taipei and New Taipei service locations:◆ Taipei: 11F.-1, No. 176, Section 1, Keelung Road, Xinyi District, Taipei City◆ New Taipei: 2F., No. 242, Section 2, Wenhua Road, Banqiao District, New Taipei City