Workforce Management - up to 8M JPY

Tokyo 23 Wards Permanent ¥6,000,000 - ¥8,000,000 per year Foreign Multinational
  • Inhouse center
  • Diverse work environment

About Our Client

Multinational inhouse center.

Job Description

  • Workforce Planning: Develop and implement workforce management strategies to optimize staffing levels, ensuring adequate coverage for our contact center operations.
  • Forecasting and Scheduling: Utilize historical data, call volume patterns, and other relevant metrics to accurately forecast staffing requirements and create efficient schedules.
  • Real-Time Monitoring: Continuously monitor contact center operations, including call queues, agent availability, and service levels. Make real-time adjustments to staffing levels as needed to meet performance targets.
  • Performance Analysis: Analyze key performance indicators (KPIs) such as average handling time, service level adherence, and agent productivity. Identify areas for improvement and provide actionable insights to management.
  • Staffing Optimization: Collaborate with recruitment and HR teams to optimize staffing levels, streamline onboarding processes, and maintain a skilled and motivated workforce.
  • Reporting and Documentation: Prepare regular reports on workforce management metrics, including attendance, adherence, and performance. Maintain accurate documentation of policies, procedures, and guidelines.
  • Cross-Functional Collaboration: Liaise with various departments, including operations, training, and quality assurance, to ensure effective communication and alignment of goals.
  • Technology Utilization: Leverage workforce management software and tools to automate scheduling, forecasting, and reporting processes. Continuously explore opportunities to enhance operational efficiency through technology adoption.



The Successful Applicant

  • Native-level proficiency in Japanese and fluency in English (both written and verbal) to effectively communicate with a diverse team and stakeholders.
  • Prior experience in workforce management, ideally in a contact center or customer service environment.
  • Strong analytical skills with the ability to analyze data, identify trends, and make data-driven decisions.
  • Proficiency in using workforce management software and tools.
  • Excellent organizational and time management skills, with the ability to multitask and prioritize effectively in a fast-paced environment.
  • Strong interpersonal and communication skills to collaborate effectively with cross-functional teams and stakeholders.
  • Detail-oriented mindset with a focus on accuracy and quality.
  • Flexibility to work in rotating shifts and adapt to changing business needs.

What's on Offer

We offer a competitive salary package, with the potential to earn up to 8 Million Japanese Yen per year, based on qualifications and experience. Additional benefits include health insurance, retirement plans, paid time off, and opportunities for professional development and growth.

Contact
Michelle Rosette
Quote job ref
JN-012022-5243478
Phone number
+813 6832 8698

Job summary

Function
Customer Service
Specialisation
Call Center
What is your area of specialisation?
Leisure, Travel & Tourism
Location
Tokyo 23 Wards
Job Type
Permanent
Consultant name
Michelle Rosette
Consultant phone
+813 6832 8698
Job Reference
JN-012022-5243478
Company Type
Foreign Multinational

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.