Operation Associate Manager - Japanese Speaking

7802 Accent.Tech.Solut.Sdn Bhd Company; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

Accenture in Malaysia–Kuala Lumpur advertises for an experienced Customer Support Team Lead to drive excellence across multi-channel contact centre operations. You will lead, coach and empower agents to hit performance targets, monitor day-to-day activities, and resolve complex complaints with urgency and empathy.

Collaborating with cross-functional teams (IT, Marketing, Finance) and end-market groups, you will transform processes, review performance data, and deliver concise briefings to

Qualifications

• Minimum 5 years leading customer support teams across multiple channels.
• Experience in supervisory or team lead roles with coaching skills.
• Excellent communication and conflict-resolution abilities.

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.
• Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives.

Skills

5+ years leadership

Team lead experience

Communication skills

Fast-paced environment

Japanese language

English language

Tools

SAP

Salesforce

Job description

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

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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