Operation Associate Manager - Japanese Speaking
Job Descriptions:
Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence
Monitor and manage day-to-day operations across all communication channels
Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution
Review team and individual performance data, identify trends, and drive continuous improvement
Prepare and present daily/weekly/monthly performance reports
Create concise and impactful operational briefing decks for stakeholder meetings
Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives
Collaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processes
Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement
Manage team schedules, attendance, and adherence to shift timings
Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines
Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics
Foster a positive, inclusive, and high-performing team culture
Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching
Job Qualifications:
Proven at least 5 years of experience in leading customer support teams across multiple channels with solid understanding of related technologies
Experience in Supervisory or team lead role, with strong leadership, coaching, and mentoring skills
Excellent communication, interpersonal, and conflict-resolution skills
Ability to thrive in a fast-paced, target-driven environment
Strong language proficiency in Japanese and English
#LI-GM
Kuala Lumpur
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.