Overall in charge of managing program operations and KPIs set by the client, such as Quality Efficiencies, Staffing, and Service Level;
Effective collaboration with team members and co-managers. Immediate superior, other support; groups/departments such as GA, HR, Recruitment, IT, Training and Quality, and Workforce Management define action plans that resolve issues and drive continuous improvement;
Daily communication with the client to align expectations;
Host internal and external Business reviews on a regular basis and present operational performance, clearly communicate insights, and ensure all operational concerns are addressed;
Manage program daily and monthly operating metrics within budgeted expense parameters;
Develop, manage, and maintain employee productivity goals against departmental standards;
Produce monthly operating reports detailing center activity, trend analysis, goals/objective status, and special projects;
Coordinate with Site Senior Manager on Human Resource recruiting, training, development, and retention.
Job Requirement:
At least 2 years of working experience as an Operations Manager or equivalent role in a BPO (Business Process Outsourcing) setup;
Managed at least 80-100 staff across multiple lines of business;
Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.
Proven track record of meeting and delivering targets and commitments;
Content moderation environment work experience is a plus but not required;
Proficient in Google Suite and online collaboration tools is a plus;
Capable of building productive business relationships with clients;
