Apply on
Original
Simplified
Position: Operations Manager
Location: Malaysia
Industry: BPO
Experience Level: Senior/DM Level
Salary: RM 13,500-14,000
Overview:
Seeking an experienced Operations Manager with fluency in Japanese to lead our content moderation team. This role is essential for overseeing operations that involve the screening of videos and content, ensuring adherence to Trust and Safety guidelines. The ideal candidate will have a solid background in operations management within the BPO industry, specifically in content moderation, and a strong understanding of managing first-line agent teams.
Responsibilities:
•Manage and oversee daily operations within the content moderation team, ensuring efficient screening of videos and content.
•Ensure adherence to Trust and Safety guidelines and protocols, maintaining high standards of content screening.
•Lead a team of first-line agents, providing guidance and support to ensure optimal performance and adherence to quality standards.
•Collaborate closely with teams and stakeholders, particularly in Urdu-speaking regions, to ensure seamless communication and alignment of operational goals.
•Develop and implement operational strategies that align with company objectives and enhance productivity.
•Monitor and analyze performance metrics, including AHT (Average Handle Time), quality, shrinkage, and productivity, to drive continuous improvement and operational excellence.
•Handle escalations related to content moderation and Trust and Safety issues, providing effective solutions and mitigating risks.
•Ensure customer satisfaction by maintaining high service standards and promptly addressing any issues or concerns.
Requirements:
• Proven experience in operations management within the BPO industry, with focus on customer service, Trust and Safety.
• Experience managing first-line agent teams responsible for Customer Service.
• Management Experience:
Strong understanding and experience in managing key performance areas like AHT, quality, shrinkage, and productivity.
• Leadership Skills: Strong leadership and team management skills, with the ability to motivate and guide teams to success.
• Problem-Solving Abilities: Excellent analytical and problem-solving skills, with a focus on continuous improvement.
• Strong communication skills to effectively interact with diverse teams and stakeholders.
• Experience in managing large-scale operations within the customer service domain.
• A solid understanding of BPO industry-specific regulations and standards.
• Previous experience in managing teams is an added advantage.
Location: Malaysia
Industry: BPO
Experience Level: Senior/DM Level
Salary: RM 13,500-14,000
Overview:
Seeking an experienced Operations Manager with fluency in Japanese to lead our content moderation team. This role is essential for overseeing operations that involve the screening of videos and content, ensuring adherence to Trust and Safety guidelines. The ideal candidate will have a solid background in operations management within the BPO industry, specifically in content moderation, and a strong understanding of managing first-line agent teams.
Responsibilities:
•Manage and oversee daily operations within the content moderation team, ensuring efficient screening of videos and content.
•Ensure adherence to Trust and Safety guidelines and protocols, maintaining high standards of content screening.
•Lead a team of first-line agents, providing guidance and support to ensure optimal performance and adherence to quality standards.
•Collaborate closely with teams and stakeholders, particularly in Urdu-speaking regions, to ensure seamless communication and alignment of operational goals.
•Develop and implement operational strategies that align with company objectives and enhance productivity.
•Monitor and analyze performance metrics, including AHT (Average Handle Time), quality, shrinkage, and productivity, to drive continuous improvement and operational excellence.
•Handle escalations related to content moderation and Trust and Safety issues, providing effective solutions and mitigating risks.
•Ensure customer satisfaction by maintaining high service standards and promptly addressing any issues or concerns.
Requirements:
• Proven experience in operations management within the BPO industry, with focus on customer service, Trust and Safety.
• Experience managing first-line agent teams responsible for Customer Service.
• Management Experience:
Strong understanding and experience in managing key performance areas like AHT, quality, shrinkage, and productivity.
• Leadership Skills: Strong leadership and team management skills, with the ability to motivate and guide teams to success.
• Problem-Solving Abilities: Excellent analytical and problem-solving skills, with a focus on continuous improvement.
• Strong communication skills to effectively interact with diverse teams and stakeholders.
• Experience in managing large-scale operations within the customer service domain.
• A solid understanding of BPO industry-specific regulations and standards.
• Previous experience in managing teams is an added advantage.
Similar Jobs
