Member , Shop Support Group - Shop Operation Section , Shop Operation Department(GSD)

Job Description:

Department Overview
The Shop Support Group is responsible for managing and operating the call centers that support Rakuten Mobile shops nationwide.
Beyond handling inquiries from store staff, we are involved in a wide range of tasks-from upstream call center management to day-to-day operations-including KPI design, WFM (Workforce Management), and operational improvement. This is a rewarding position where you can analyze customer feedback to propose improvements in store quality and overall operations.

Position:

Why We Hire
We are seeking new members to further strengthen our call center management and operation structure in line with the expansion of Rakuten Mobile shops.
This is not a front-line position dealing directly with customers, but rather a role focused on center management and planning. You will act as a lead to drive quality improvement and efficiency, playing a central role in operational enhancements.

Position Details

・Improvement of center operations through KPI design, monitoring, and analysis.

・Planning and execution of measures for the standardization and optimization of business processes.

・Project promotion involving outsourced vendors and relevant internal departments.

・Design and improvement of inquiry resolution processes.

Depending on your aptitude and experience, you will primarily be responsible for one of the following areas:

・Oversight of escalation handling and ticket management.
・Coordination with relevant departments to ensure case closure.
・Maintenance and deployment of FAQs and manuals to stores.
・Response to incidents, compliance issues, and system failures, as well as BCP execution.

・Capacity management based on WFM and call volume forecasting.
・Optimization of the entire center based on KPIs.
・Operation and improvement proposals for related systems.
・Vendor management, cost optimization, and budget management.

Work Environment
The team currently consists of one manager, two team managers, and eight members.
It is a diverse team where many members succeed regardless of their background, including those from the mobile or call center industries, as well as new graduates and those without prior experience in these fields.

Mandatory Qualifications:
・Practical experience in business process improvement (1+ years at a business corporation).
・Ability to collaborate and conduct interviews with relevant departments.
・Basic PC skills, including Excel (data aggregation) and PowerPoint (presentation creation).

Desired Qualifications:
・Practical experience in call center management and operation.
・Experience in planning and promotion related to center operations, such as KPI design, WFM, or call volume forecasting.
・Experience in the operation and management of call center systems.
・Knowledge of BPM, business flow creation, and business analysis.
・Experience in the implementation and operation of external tools, such as customer service tools or AI tools.

Other Information:

Additional information on Location
Futako Tamagawa Rise Office or other regional branches.

Additional information on Secondment
There are no plans for secondment at this time.

Additional information on Transfer
Possibility of domestic/overseas business trips and transfers.

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Languages:

English (Overall - 2 - Intermediate), Japanese (Overall - 4 - Fluent)