Coach- Manager, CJ Contact Center (In-House)

Job Title:	Manager, CJ Contact Center (In-House)
Position Description:	Coach, founded in 1941, is America's premier accessible luxury accessories brand and a leader in international markets. We are a designer and marketer of high quality, modern accessories that complement the diverse lifestyles of today's consumer. Coach offers excellent career growth opportunities, competitive salaries and benefits within a dynamic work environment. Coach brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the best and brightest people in the industry. At Coach you will be in great company! “With average sales growth of 24% over the past three years and a 61% return on invested capital, Coach is No. 1 on this year's BusinessWeek 50 ranking. The companies that make up the BusinessWeek 50 represent the star performers in each of the 10 sectors that make up the S&P 500.” Business Week, March 2008 I. Primary Purpose: 　This position is responsible to efficiently manage the Contact Center to ensure “best practices” of customer service are conducted by each team individual and the service conducted exceeds the company’s goals and level of service performance. II. Key Responsibilities - Take leadership to become a role model of out-standing service - Effectively and constantly educate and develop Contact Center team members through call monitoring, timely feedback/coaching and basic/follow-up trainings to provide the “best in class” service across all venues - Efficiently manage the CJ Contact Center under the following tasks below to ensure “best practices” are provided to both end-user consumers and Coach stores; 1. Provide timely and efficient feedback and coaching to reinforce team service skills to a level of consistency 2. Effectively streamline workflow and processes to expedite issue resolution and enhance service 3. Ensure Key Performance Indicators (KPI) are achieved at the Contact Center 4. Able to efficiently perform issue resolution with little or no instructions 5. Understand end-user consumers’ and stores expectation to provide the “best in class” service within the Contact Center 6. Provide satisfactory working environment to maintain company’s goal on attrition rate - Efficiently able to provide metrics and/or voice of customer from end-user consumers and/or stores gathered at the Contact Center to the respective department(s) for further analysis to reinforce service within across all venues within CJ - Take ownership, manage and execute action plan related to reinforcement of service at the Contact Center, including documentation of as-is processes, identifying risks, opportunities and setting priorities based on business needs and expectations III. Education & Experience Requirements - University degree or equivalent - Strong PC skills and able to utilize MS Office software (Word, Excel and Powerpoint) is a must - Management experience in a Retail store environment and/or customer service department at a Global Brand Company preferable. - Experience in the establishment and management of Customer Call Center in an advantage (Supervision experience in 3rd party / in-house preferred) - Strong coaching, leadership and facilitation skills is a must - Strong analytical and problem solving skills is a must - Able to create operation process flow (SOP: Standard Operation Procedure) - Strong verbal and written communication skills in Japanese required and English is an advantage - Able to manage and direct team members within the Contact Center little or no direct supervision - Proven ability to work and communication with all levels of organization, including cross-functional teams - Able to manage tasks in multiple and simultaneously - Must be able to react in a positive attitude - Must be able to work on a shift basis Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to race, sex, national origin, color, age, disability, veteran status, pregnancy, sexual orientation, religion or any other basis prohibited by applicable law. Visit Coach at www.coach.com.
City:	Chiba
State:	Chiba-Ken
Country:	Japan
Job Type:	Full Time - Permanent
Interest Category:	Customer Service
Shift:
Requisition Number:	637 Posted by: Anna Garcia Bernal