Japanese Team Leader

Lufthansa Services Philippines, Inc.; Muntinlupa; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Lufthansa Services Philippines, Inc. is seeking a Team Leader to oversee a team of Japanese Customer Service Consultants in Alabang, Muntinlupa. You will lead the team, drive performance, coach members, and ensure efficient processes across daily operations.

The role requires fluent Japanese and English, at least two years in BPO airline leadership, and strong people management. On-site work and shifting schedules are expected.

Qualifications

• Fluent in Japanese and English, with business-level proficiency.
• Minimum 2 years of BPO airline leadership experience.
• Proficient in MS Office applications.
• Strong communication and interpersonal skills.
• Able to manage and develop a team.
• Onsite work in Alabang, Muntinlupa.

Responsibilities

• Lead a team of CSC and Team Quality Specialists to meet performance targets.
• Coach and develop team members with monthly feedback.
• Monitor real-time performance and manage schedules.
• Handle recruitment participation and team meetings.
• Ensure compliance with privacy and policy while driving process improvements.

Skills

Team leadership

Performance management

Coaching

Communication

MS Office

Education

Bachelor's degree

Tools

MS Office

Job description

Job Purposes:

Provides leadership and guidance to a team of Japanese Customer Service Consultants. In doing so, the Team Leader will:

• Be accountable for the quantitative and qualitative performance of his/her team of CSC and Team Quality Specialists

• Incorporate the Commercial steering model into the daily management of team performance

• Monitor and enhance team and individual performance

• Provide individual coaching & support

• Manage required administrative processes

Job Responsibilities:

People and Performance

Assist CSCs to achieve team and individual performance measures including:

• Commercial Steering/Productivity: Achieve high productivity standard with focus on Shrinkages, AHT, non-call task tracking

• Quality: Achieve expectations for call conduct, content, and accuracy

• Sales: Achieve Performance targets

• Manage Attendance/Punctuality: Minimize unnecessary absence/lates, especially adhere to the Global Sickness Management Policy and elevate to HR when necessary

• Monitors CSC adherence with a view to ensuring time efficient and productive output

• Complete team and individual Performance- and KPI reporting

• Prepare and facilitate team meetings to ensure information sharing and communication flow

• Participates in Team Leader meetings and contributes to the development of activities and initiatives that strengthen collective performance and output

• In conjunction with Human Resources, act on areas of performance and/or behavior that require disciplinary intervention consistent with established policy and procedure

• Participate in the recruitment and selection of Customer Service Consultants as required

• Build morale and team spirit and successfully integrate new members into the team

• Participate in and support retention and employee engagement activities

• Represent decisions and core values of the organization and ensure team members understand and implement

• Identify opportunities for process improvement and implement accordingly

• Active steering of the Sickness management of the team

• Planning public holiday and vacation of the team members

Coaching and Development

• Provide formal and informal feedback to CSCs on their individual performance min. on a monthly basis

• Adhere to Performance Review Process of LIT

• Recognize training needs and in conjunction with training personnel

• Set up action plans to assist CSCs with the performance of their work tasks

• Prepare and analyze team statistics and develop action plans to support quality improvement and goal achievement amongst direct reports

• Ensure accurate and timely application of bonus/incentive scheme – including the provision of individual feedback with CSCs and the completion of required administration

Workforce and Steering

• Monitor and manage real time performance of team maximizing resources and act swiftly during peak volume to clear queues

• Monitor and manage CSC schedule adherence and initiate disciplinary intervention in conjunction with Human Resources as required

• Oversees payroll related administration within work team – including exceptions/attendance/leave applications/termination documentation/sick notification/audits etc.

Customer Service

• Respond to inbound calls from markets as required and assist with the monitoring of queues

• Handle escalated customer contacts (including complaint calls and emails) and complete necessary reporting

• Escalate customer and/or client problems as required in accordance with the internal escalation processes

Crisis and Irregularity Management

• Proactively encourages staff participation and contribution in declared crisis and IRREG periods

• Facilitates crisis and IRREG communication and awareness amongst CSCs

Occupational Health and Safety

• Role models the provision of a safe working environment free of risks to health and take corrective action to minimize the impact of identified hazards

• Ensures awareness of health and safety related policy and regulation and ensure understanding of such amongst direct reports

Other

• Other duties consistent and within the scope of the position.

Job Qualifications:

• Fluent in Japanese and English, with strong reading, writing, and speaking skills in both languages and in business-level.

• Demonstrated experience in delivering strong performance against challenging targets.

• Ability to manage and lead a team of staff

• Minimum of 2 years of BPO airline leadership experience required

• Proficiency in MS Office applications

• Outstanding communication and interpersonal skills

• Strong people management skills

• Strong empathy and sensitivity toward people issues

• Strong problem-solving skills

• Proven ability to work under pressure in a fast-paced environment

• Excellent time management skills

• Excellent attention to detail

• Excellent analytical skills

• Proactive approach to process improvement

• Self-motivated approach to work

• Reliable, flexible, and adaptable to change

• Strong commitment to privacy and confidentiality

• Amenable to work onsite at Alabang, Muntinlupa

• Open to working on shifting schedule

• Bachelor's degree required