★これまでの業務経験やスキルに合わせて入職ポジション及び年収を決定いたします★
■英検IBA・英検ESGの運営統括
・顧客要望に応じた運営スキーム設計・改善
・申込受付、資材手配、答案処理、採点など一連プロセスの統括
・複雑化するオペレーションの標準化・効率化
・AIやシステムを活用した業務改善(DB構築、自動化導入)
・障がい者対応に関する方針整備・外部有識者との調整
・部門横断プロジェクト(例:受験データ活用基盤構築、新サービス立ち上げ)の推進
■コールセンター運営管理
・オペレーション設計、マニュアル整備、顧客対応品質の向上
・CRM、IP電話、AIチャットボット、勤怠管理ツール等の要件定義・導入・運用統括
・SV/オペレーターの採用・教育・評価
・問い合わせデータ分析に基づく改善提案と経営層への報告
・アウトバウンド施策(受験案内、顧客フォロー等)の企画・実行管理
・委託先ベンダーとの契約・SLA策定・品質改善
■組織マネジメント
・業務推進課の組織運営(正職員3名、契約職員12名)
・部下の(その他詳細は面談にてお伝えします)(その他詳細は面談でお伝えします)
【求める人材】
【求めるスキル・経験(Must)】
・業務オペレーションや顧客対応部門のマネジメント経験(5年以上)
・部下の管理・育成経験(目安:5名以上)
・AI/CRM/業務システムの導入・活用経験
・プロジェクト推進・業務改善の実績
・個人情報保護・コンプライアンスへの理解
【求めるスキル・経験(Want)】
・教育・検定事業またはBPO業界での経験
・仕事のやり方を変え、システムやツールを用いて効率化した経験
・顧客とコミュニケーション/ネゴシエーションができるスキル
・クレーム対応経験(その他詳細は面談でお伝えします)
【給与】
996~1104万円
【勤務地】
東京都
【勤務時間】
求人紹介時に詳しくお伝えいたします。
【雇用・契約形態】
正社員
【待遇・福利厚生】
その他制度
【休日・休暇】
土曜日/日曜日/祝日/年末年始休暇/夏季休暇/有給休暇/慶弔休暇/その他休暇
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