We're advertising a vacancy for a client or third party.
Salary: 72K Base Salary - 10% Target Bonus - 7.8K Car Allowance Start Date: ASAP Schedule: 9am-6pm / Monday-Friday Operation Manager (Content Moderation) Tasks: Service Level Management (Agreed Capacity and SLA, Efficiency Improvement, LOB KPIs, Trend Analysis) Creating bottom-up P&L view for their projects and optimize various cost levers to drive business profitability Work as a product/service area consultant with solution teams and clients to design successful solutions Primary Escalation POC (Provide resolution for all client and end user escalations and drive RCA and Preventive/corrective action plans) Business Reviews (Conduct RCA on KPIs, Prepare and present weekly, monthly business reviews) People Management (Capacity Planning, Attrition, Employee Escalations) Business Continuity Management (Identify risks and work with other CTS teams to mitigate same) Skills: 10+ Years of Experience in Service Delivery Management in an International BPS/Technical Support Environment with multiple channels and across multiple geos 7+ Years managing scaled teams.
Flexibility to work across multiple rotational shifts/managing global teams.
Broad experience across Trust and Safety, or a related area such as Fraud, Integrity, management of social networking, or within a Trust and Safety vertical, such as hate speech, harassment, misinformation, illegal activities and regulated goods, etc.
Ability to work in a rich diverse environment, handle cultural, language differences, and an effective communicator Exposure to WFM/Capacity Planning and BCP Exposure to service quality improvement/process improvement Must exhibit Strong Analytical and problem-solving skills Team player who drives customer outcomes by taking all along together.
Any Undergraduate/Post Graduate Degree with diploma/certification in Computer Science In-depth knowledge of Excel and data analysis Six Sigma Green Belt/Prince 2/ITIL Service Delivery/PMP Excellent presentation skills and information design using MS PowerPoint #J-18808-Ljbffr