Job Description

IQOS CSC Executive

Purpose of the Position: Maximize the efficiency and effectiveness in resource management of the external CSC vendors based on the resource and demand analysis. Principal Accountabilities 1. Forecast and Manage Capacity - Allocate work force in accordance to the demand forecasted by developing and implementing strategical work force optimization methods. 2. KPI analysis - Monitor the service level performance of the day to day operation and feedback to the forecasting models and WFO models. 3. Retention strategy - Support setting an environment agents wishes to work long for IQOS CSC by managing their workload. 4. Implementation - Implementation of new structures and systems to further improve the WFO process and find synergies across all different vendors and technologies. Requirements: - College/University degree - B2C operation management experience for contact center - Experience in Data analysis, Change management, and Process implementations - Agility to find the solution for any obstacles - Leadership and Collaboration behavior to move things forward with cross functional team - Entrepreneurship to create new things from scratch - Native Japanese level
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    Tokyo, Japan
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