Operation Supervisor (Japanese)

Qualifications

Experience, Education, Certification:· Associates Degree (or higher) in related field is required (preferred)· Experience in retail, sales/service or other "helping" business (preferred)· Travel experience (preferred)· Contact Center experience (required)· Experience with hospitality products and systems (preferred)· Management experience in a related field, with proven coaching skills and success track record to exceed key performance metrics· Management training courses offered by Vendor (preferred)· GDS experience (preferred for Simple/Standard Contacts; required for Complex Contacts)

Language/Communication:

· English B2-C2· Excellent fluency and comprehension to support traveler/partner-facing voice and/or non-voice services in the language indicated by the Contact Segment in this SOW, as verified by an hospitality-approved, formal tests, both verbal (grammar), and written (grammar, spelling and reading comprehension) · Written skills: attention to detail and ability to communicate effectively and efficiently in writing · Listening skills: active listening; able to appreciate the context of the traveler or partner's experience · Ability to ask appropriate questions and demonstrate empathy in tone; communicates clearly and concisely with appropriate sense of urgency · Polished etiquette and delivery: ability to communicate in a structured and effective manner · Competency working in software applications that utilize English as the primary language· Fluent English proficiency & comprehension, grammar, and spelling (spoken and written) as verified by an hospitality -approved formal test

Soft Skills:· Travel industry savvy, passion for travel, good geography and cultural knowledge · Excellent time management: ability to multi-task while solving issue and effectively communicating with travelers or partners · Take ownership, bias for traveler/partner resolution no matter what · Critical and logical thinking outside the box; applies common sense · Anticipate traveler/partner needs: ability to quickly diagnose problems and provide options, while having control over the interaction and top-notch service to the traveler/partner · Demonstrate desire to help and solutions-mindset, investigates and takes action to meet the needs of hospitality and hospitality travelers/partners, ability to develop effective solutions to difficult traveler/partner problems or situations (i.e., consultative skills) · Adaptable learner: self-driven to learn new applications, technologies, skills and absorb knowledge effectively on the job, open to feedback and flexible to change · Highly organized and detail oriented with a focus on quality, process, trends, and root cause analysis · Inspire confidence: positive attitude, helping nature, passion, and ability to provide an experience which reduces effort and creates loyalty with travelers/partners · Ability to handle/diffuse difficult or irate travelers/partners effectively, set expectations and deliver information in a positive way · Responds effectively under stressful situations. Avoids counterproductive behaviors when confronted with frustrating problems or situations. · Takes responsibility for their actions and is receptive to constructive feedback · Makes effective decisions within their authority· Analytical problem-solving skills; linear and logical thinking· “Walk the talk” leadership style and proven coaching skills· Proven ability to quickly diagnose business problems and translate to all agent tiers and training teams· Proven team collaboration, both internal and with hospitality · Ability to research and identify root cause of agent errors; can deliver successful coaching and development practices

Responsibilities

• Provide mentorship, guidance and career development to members of your team• Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more scalable solutions• Team management responsibilities for a market team, whilst also serving as a cross functional and a global liaison in　developed areas of expertise• Establish team goals and work with direct reports on strategies for executing, measuring progress and sharing results• Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global　cross-functional teams to problem solve analytical approaches and develop solutions• Identify actionable insights, suggest recommendations, and influence team strategy through effective communication• Advocate for users within their market, partnering with global and cross-functional teams to develop global solutions