Operations Manager - Content Moderation Trainer (Alabang Onsite)

Responsibilities

Respond to customer inquiries and problem escalationsProactively resolve people issues and ensure that attrition is well below the defined targetLeading operations and spearheading processes for excelling business targets for the Business UnitMeet all people management metrics: Responsible for Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, Efficiency per person, Monitoring, Time Management, Seat Utilization, Statement of Work, Business Continuity Plan, Reports, Dashboards, other deliverables as requiredDriving Continuous Improvement InitiativesDevelop and implement measurement systems and provide insightful analytics around the metrics.Deep technical expertise and data orientation in controllership, Management Information System and Service deliveryCommunicate with the customer on a regular basis to discuss operational issues and CTQ delivery, raise issues & build relationship, understand customer issues proactively, fix to get the delight factorSet goals for the team and communicate goals on a regular basisCoach & mentor people – Motivating team with excellent people touchEfficiency and Process Transformation commitment and upstream improvement opportunities using Lean Six SigmaReconciliations of client reportsLeading calls with clients and other business functionsRunning of projects independentlyPreparation of dashboards and ability to understand current Business processes and suggest improvements Key for details

Qualifications we seek in you

Minimum Qualifications

Any graduatePost Graduate degree or equivalent with an excellent academic recordRelevant experience in a BPO/KPOShould have handled a team of 80 to 100 peopleCustomer Management exposure and good presentation skills is a must

Preferred Qualifications

Excellent Analytical & Communication skillsPreferably the candidates prior experience in Internet based accounts and Customer service industryAbility to work & communicate with people across organizational unitExcellent interpersonal & Management skillLEAN/Six Sigma – Trained, Tested and Certified (preferred)Leading calls with Clients/ other business functions IndependentlyHigh MS-Office skill (Advance Excel) – preferredAbility to handle pressure - Timelines and Customer Demands