Operation Associate Manager - Japanese Speaking

Accenture Southeast Asia; Kuala Lumpur; On-site; MYR 60,000 - 110,000; Full time

Job summary

Accenture Southeast Asia in Kuala Lumpur seeks a capable team lead for its contact centre operations. You will lead, motivate and coach a team of agents across multiple channels to achieve performance targets and service excellence.

You will monitor day-to-day operations, support agents with escalations, review performance data to drive continuous improvement, and prepare regular reports. Proficiency in Japanese and English, plus experience with SAP and Salesforce, are required.

Qualifications

• 5+ years in leading customer support teams across multiple channels.
• 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.

Responsibilities

• 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 with end-market Team to ensure alignment on performance metrics and improvements.
• Collaborate with cross-functional teams to resolve systemic issues and improve processes.
• Conduct regular 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.
• Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics.
• Foster a positive, inclusive, high-performing team culture.
• Identify opportunities for upselling and service enhancement through onboarding, agent training and coaching.

Skills

Team leadership

Coaching

Multichannel support

Performance management

Communication

Conflict resolution

Fast-paced environment

Tools

SAP

Salesforce

Job description

• 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