Operations Supervisor (Japanese)
Salary undisclosed
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Qualifications:
Language/Communication:
Soft Skills:
Responsibilities:
Experience, Education, Certification:
- Associates Degree (or higher) in related field is required (preferred)
- Experience in retail, sales/service or other "helping" business (preferred)
- Travel experience (preferred)
- Contact Center experience (required)
- Experience with hospitality products and systems (preferred)
- Management experience in a related field, with proven coaching skills and success track record to exceed key performance metrics
- Management training courses offered by Vendor (preferred)
- GDS experience (preferred for Simple/Standard Contacts; required for Complex Contacts)
Language/Communication:
English B2-C2- Excellent fluency and comprehension to support traveler/partner-facing voice and/or non-voice services in the language indicated by the Contact Segment in this SOW, as verified by an hospitality-approved, formal tests, both verbal (grammar), and written (grammar, spelling and reading comprehension)
- Written skills: attention to detail and ability to communicate effectively and efficiently in writing
- Listening skills: active listening; able to appreciate the context of the traveler or partner's experience
- Ability to ask appropriate questions and demonstrate empathy in tone; communicates clearly and concisely with appropriate sense of urgency
- Polished etiquette and delivery: ability to communicate in a structured and effective manner
- Competency working in software applications that utilize English as the primary language
- Fluent English proficiency & comprehension, grammar, and spelling (spoken and written) as verified by an hospitality -approved formal test
Soft Skills:
- Travel industry savvy, passion for travel, good geography and cultural knowledge
- Excellent time management: ability to multi-task while solving issue and effectively communicating with travelers or partners
- Take ownership, bias for traveler/partner resolution no matter what
- Critical and logical thinking outside the box; applies common sense
- Anticipate traveler/partner needs: ability to quickly diagnose problems and provide options, while having control over the interaction and top-notch service to the traveler/partner
- Demonstrate desire to help and solutions-mindset, investigates and takes action to meet the needs of hospitality and hospitality travelers/partners, ability to develop effective solutions to difficult traveler/partner problems or situations (i.e., consultative skills)
- Adaptable learner: self-driven to learn new applications, technologies, skills and absorb knowledge effectively on the job, open to feedback and flexible to change
- Highly organized and detail oriented with a focus on quality, process, trends, and root cause analysis
- Inspire confidence: positive attitude, helping nature, passion, and ability to provide an experience which reduces effort and creates loyalty with travelers/partners
- Ability to handle/diffuse difficult or irate travelers/partners effectively, set expectations and deliver information in a positive way
- Responds effectively under stressful situations. Avoids counterproductive behaviors when confronted with frustrating problems or situations.
- Takes responsibility for their actions and is receptive to constructive feedback
- Makes effective decisions within their authority
- Analytical problem-solving skills; linear and logical thinking
- “Walk the talk” leadership style and proven coaching skills
- Proven ability to quickly diagnose business problems and translate to all agent tiers and training teams
- Proven team collaboration, both internal and with hospitality
- Ability to research and identify root cause of agent errors; can deliver successful coaching and development practices
Responsibilities:
- Provide mentorship, guidance and career development to members of your team
- Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more scalable solutions
- Team management responsibilities for a market team, whilst also serving as a cross functional and a global liaison in developed areas of expertise
- Establish team goals and work with direct reports on strategies for executing, measuring progress and sharing results
- Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions
- Identify actionable insights, suggest recommendations, and influence team strategy through effective communication
- Advocate for users within their market, partnering with global and cross-functional teams to develop global solutions
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