Japanese-Speaking Operations Supervisor: Lead & Coach Team

ResultsCX; Manila; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Competitive salary

Career growth

Healthcare benefits

Paid training

Employee events

Job summary

ResultsCX in Pasig, Philippines, is seeking an Operations Supervisor fluent in Japanese to lead a team of call center agents and drive performance. You will mentor staff, support clients, and ensure high-quality service.

The role emphasizes hiring input, coaching, and maintaining up-to-date product knowledge, while meeting daily quotas and KPI targets across regions. If you are disciplined, communicative, and able to motivate a team in a fast-paced environment, this position offers growth and a

Qualifications

• JLPT N1 or N2 certification required with strong Japanese reading, writing, and verbal communication skills.
• Experience in operations supervision, team leadership, and performance management.
• Able to support client/business needs while ensuring operational excellence in a fast-paced environment.
• Consistent attendance and punctuality.
• Experience as a mentor.
• Ability to exceed KPIs.
• Proficient knowledge of inbound contact center environment.
• Excellent phone and customer service skills; analytical and troubleshooting expertise.
• Strong verbal and written communication skills.
• Ability to multi-task and handle escalated calls and upset customers.
• Flexible schedule.
• Analytical and troubleshooting expertise.
• Ability to develop and motivate a team.
• Superb listening, probing, negotiation and deescalation skills.

Responsibilities

• Directly manage team of 10 or more agents, including hiring input and payroll documentation.
• Identify, prioritize and coach agent development areas.
• Document account resolutions, issues, and general notes.
• Assist agents with functionality and basic troubleshooting of product or account issues.
• Maintain target levels of performance required by the client.
• Keep product and procedural knowledge up to date via updates and trainings.
• Provide motivational techniques to boost team morale.
• Conduct mandatory phone call monitoring and desk-side coaching to ensure service levels.
• Ensure agents have working equipment and inputs needed to do their job.

Skills

JLPT N1/N2

Operations supervision

Team leadership

Performance management

Attendance & punctuality

Mentor experience

KPI achievement

Inbound contact center

Phone & customer service

Analytical troubleshooting

Verbal & written comms

Multi-tasking

Escalation handling

Flexible schedule

Motivating teams

Deescalation skills

Job description

ResultsCX in Pasig, Philippines, is seeking an Operations Supervisor fluent in Japanese to lead a team of call center agents and drive performance. You will mentor staff, support clients, and ensure high-quality service.

The role emphasizes hiring input, coaching, and maintaining up-to-date product knowledge, while meeting daily quotas and KPI targets across regions. If you are disciplined, communicative, and able to motivate a team in a fast-paced environment, this position offers growth and a