We are looking for an experienced Japanese Bilingual Team Leader to lead, coach, and manage a remote team of customer service advisors. This role is responsible for driving team performance, ensuring excellent customer experience, and maintaining operational efficiency in a virtual environment. The ideal candidate is a strong people leader with excellent communication skills in both English and Japanese, capable of motivating teams and managing performance in a fast-paced, remote setting.

Key Responsibilities

Team Leadership & Performance Management

• Lead, manage, and coach a remote team to achieve KPIs (quality, productivity, customer satisfaction)
• Monitor daily performance and provide structured coaching and feedback
• Conduct team huddles, 1-on-1 sessions, and performance reviews
• Identify performance gaps and implement improvement plans

Communication & Engagement

• Maintain strong communication using tools such as Teams and Zoom
• Drive team engagement through virtual activities and recognition programs
• Foster a positive, collaborative, and inclusive team culture
• Act as escalation point for complex customer issues

Operational Management

• Oversee scheduling and real-time team performance
• Collaborate with workforce planning for coverage and efficiency
• Prepare reports on team performance and operational insights
• Support process improvement and optimization initiatives

Coaching & Development

• Deliver structured coaching sessions to enhance team capabilities
• Identify training needs and coordinate with training/QA teams
• Promote continuous learning and career development

Problem Solving & Decision Making

• Analyze performance data and customer trends for improvements
• Resolve escalations and operational challenges effectively
• Make data-driven decisions while working independently