Main Responsibilities:
- Overall in charge to manage 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 regular basis and present operational performance, clearly communicate insights, 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.
- At least 2 years of working experience as an Operations Manager or equivalent role in a BPO (Business Process Outsourcing) setup;
- Managed at least 150 - 200 staffs across multiple lines of business;
- Excellent English communication skills, both verbal and written;
- 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 tool is a plus;
- Capable of building productive business relationships with clients;
- Strong organizational, managerial, critical thinking, creative thinking, problem-solving decision making and analytical skills;
- Willing to work on public holidays and shifting schedules including night shifts when needed.