Customer Care Center Japan Operation Supervisor

Job description

Customer Care Center Japan Operation Supervisor Description - Job Description: The HPS CCC Dalian Japan team provides remote support services to Japan-based customers across both consumer and commercial segments. The supervisor will be responsible for leading the team to deliver high-quality customer support, tracking, and reporting key delivery metrics, and driving ongoing improvements in customer CSAT, Remote Resolution Rate (RR), Dispatch Accuracy, Productivity, VIA, and financial performance. This position will report to the CCC Dalian Japan Operations Lead. Responsibilities: Service Delivery & Performance Management – Manage CSAT, service level, RR, productivity, cost, case aging, VIA, and other key operational metrics to ensure quality service delivery and customer satisfaction. Operational Excellence & Continuous Improvement – Drive productivity improvement, cost optimization, operational discipline, and continuous process improvement to enhance service consistency, efficiency, and business performance. Customer Resolution & Cross-functional Collaboration – Ensure timely and professional issue resolution, while working closely with internal organizations, country teams, and business stakeholders to improve customer experience and support business growth. AI Adoption & Digital Transformation – Drive AI adoption, improve AI-assisted support capabilities and AI-to-agent experience, and support operational transformation initiatives to enhance customer and employee experience. Team Capability & Technical Knowledge Management – Build team capability in technical knowledge, soft skills, language proficiency, and customer handling skills; establish and maintain Technical Knowledge Management (Technical KM) to capture, share, and promote best practices. Delivery Enablement & Resource Planning – Manage capability planning, capacity planning, resource readiness, and workforce coordination to ensure stable delivery execution and effective resource utilization. Employee Engagement & Team Culture – Foster teamwork, employee engagement, and a positive working environment to enhance employee experience and drive sustainable business results. Knowledge and Skills: Bachelor’s Degree or Equivalent Education – A bachelor’s degree or equivalent education is required; a major in Computer Science, Business Administration, or a related field is preferred. Japanese & English Communication Skills – High proficiency in Japanese, with written and spoken communication skills beyond business level. Fluent English communication skills are also required. Customer Support & Team Management Experience – Minimum of three years’ experience in call center, customer support, or service operations, with proven experience managing a team of at least 10 people. Product, Process & Operational Improvement Capability – Ability to quickly understand products, processes, tools, and team workflows, identify operational gaps, and lead sustainable improvements to enhance productivity, optimize cost, and improve efficiency. People Management & Team Development – Strong people management skills, including coaching, performance management, team motivation, and capability development. Cross-Functional Collaboration – Strong cross-functional collaboration experience, including working with country teams, business stakeholders, product teams, and supporting functions to drive solid results. Project Management & Execution – Ability to independently lead projects, coordinate cross-team communication, manage execution progress, and deliver measurable business outcomes. Growth Mindset & Problem Solving – Growth mindset, strong analytical problem-solving skills, and the ability to adapt quickly to changing business and operational needs. Microsoft Office & Business Tools Proficiency – Strong working knowledge of Microsoft Office and other business operation tools. Communication, Planning & Stakeholder Management – Strong communication, planning, execution, and stakeholder management skills, with the ability to handle multiple priorities under pressure. AI & Digital Technology Application – Ability to effectively leverage AI tools, automation solutions, data analytics, and digital technologies to enhance team productivity, improve customer and employee experience, optimize operational efficiency, and support business transformation initiatives. Disclaimer • This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management. Job - Services Schedule - Full time Shift - No shift premium (China) Travel - Relocation - Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s). Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence. For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal "