Japanese-Speaking Team Leader

Company Overview:
Outsourced is a leading ISO certified global offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies from Philippines, India, Colombia, Argentina, Vietnam and Malaysia. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.
Role summary:
The Team Leader is responsible for leading, coaching, and developing a virtual team of customer service advisors to deliver outstanding customer experiences and meet performance targets. This role requires exceptional communication, motivational ability, and strong people-management skills—particularly within a remote environment. The Team Leader will foster team engagement, drive productivity, and ensure operational excellence while demonstrating the ability to work both collaboratively and independently.
Work Schedule: Monday to Friday, 8AM - 8PM (Japan Timezone)
Work Setup: Home-based setup
Key Responsibilities:
Team Leadership & Performance
Manage a remote team to achieve KPIs (quality, productivity, CSAT, compliance)
Monitor performance, provide coaching, and conduct 1:1s and reviews
Identify gaps and implement improvement plans
Communication & Engagement
Maintain strong communication via digital tools (Teams, Zoom, etc.)
Drive engagement through virtual activities and recognition programs
Act as escalation point for customer issues
Operations Management
Oversee scheduling and real-time team performance
Partner with workforce planning to ensure coverage
Report on performance, challenges, and insights
Coaching & Development
Deliver coaching sessions and support skill development
Identify training needs and collaborate with QA/Training teams
Problem Solving
Analyst trends and make data-driven decisions
Resolve complex customer and operational issues
Requirements:
Experience
Experience as Team Leader / Supervisor in a contact centre or customer service environment
Remote team management experience is a plus
Skills
Strong leadership, coaching, and performance management
Excellent communication skills (English required)
Japanese (business level – N2+) required
Data-driven mindset and problem-solving ability
Technical & Remote Skills
Familiar with CRM systems, reporting tools, and collaboration platforms
Strong organisation and ability to manage remote teams effectively
Attributes
Customer-focused, proactive, and resilient
Positive, supportive leadership style
Able to work independently and drive results

Work arrangement
Yes