Searching for a Team Manager to lead, develop, and motivate a high-performance team of Hilton Japan program. We are looking for someone who can understand the needs of individuals and work to instill knowledge and confidence. If you believe you have what it takes and are looking for a fulfilling career within an expanding team, apply today!

Team Managers in this role get to:

• People & goal oriented: Positive & patient to guide the team members to achieve the KPI targets mainly on sales conversion, VOC issue resolution & CSAT & Hilton membership enrollments. Evaluate team members individual performance and follow through with coaching.
• Influence the lives of others: Develop, train, and manage team members.
• Strengthen relationships: Establish and maintain communication with clients, higher managements and team members; understand needs, resolve issues, and meet expectations.
• Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions, check ins through team huddle & 1:1.
• Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
• Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
• Keep leaders informed: Relay important information in the form of timely and accurate reports.

Our most successful candidates will have:

• Must be able to speak, write and read in Japanese and English fluently.
• A Bachelor’s degree holder or Associate Degree.
• Preferred at least 1 year Team Lead/Team Manager experience in a contact center industry (Optional).
• Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues.
• Strong verbal and written communication skills; the ability to communicate in a clear, constructive, and professional manner.
• Strong customer-orientation when managing communications and issues.
• The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
• A pro-active attitude towards developing trust and professional rapport with employees and team members; the ability to be a team-player.

Internal:

• FY24 PDP Rating of Exceeds Expectations or Outstanding
• No active disciplinary action (DA)
• Tenure of at least 12 months
• Overall KPI score of 85% or above for past 6 months
• Willing to work in office when required by higher management.

All your information will be kept confidential according to EEO guidelines.