Job description

Manage a team of 100 Ops resources which includes Sr
TLs, TLs, SMEs Agents Understand the complete process and its SLA, KPI, AHT, Capacity calculation Ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency
Build, maintain, communicate and present detailed reporting, findings and insights to leadership and clients
Derive performance by coaching, motivating and driving discipline
Manage Noiseless and Transparent operations
Manage Service delivery ensuring that client targets exceed expectations, month on month
Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs
Develop and implement improvement plans to close performance gaps
Responsible for overall performance of the team in terms of productivity and Quality
Conduct sessions with the team to discuss achievements, targets and the plan to meet the targets
Facilitate development of the team members
Review process and people metrics periodically with internal management and clients
Interact with the client partners to understand their concerns and take necessary steps to resolve them effectively
Client Experience improvement
Communicate effectively with the client to resolve issues and disseminate updates on the floor
Effective performance planning for self and team; time management and skill to self-organize
Ability to achieve stretch targets and take decisions as well as manage complex/ difficult employee situations Handle escalations for the team Be the Single point of contact for all non-ops departments and identify, evaluate coordinate operational, Admin, IT and HR issues Timely closure of all processes and other requirements for self and Team
To lead a team's available resources in order to deliver a quality service to customers in line with agreed service standards Quality Improvement Initiatives (Six Sigma / Lean) Process Tool (Automation) improvement ideas to be shared with clients and leaderships Ensure feedback for the process/Continuous Process improvement
Teams Career Planning/manage team performance expectations
Evaluation of operational practices and procedures
Participate in client and calibration calls Should meet self-productivity target month on month financial planning and continuous improvement in Revenue

Desired skills:

Motivated individual with skills to develop and coach team of Trainers to achieve performance expectations Strong communication skills Demonstrated ability to work with leadership and clients
Multi-tasking, prioritization, and meeting timelines of deliverables
Work well under pressure and follow through on items to completion while maintaining professional demeanor ability to mentor, coach and provide direction to team members Willingness to work in a flexible schedule Client Management, Service Delivery People Management
Presentation skills (Power Point Google Slide Presentation) Good knowledge about current affairs (Global News, Trends on social media) and awareness about the sensitive events (Example: Wars, Attacks)
Content moderation experience: Social Media guidelines policies Experience in AdWords, User content engagement, social media
Video platforms content review will add advantage good communication skills and have good hands-on MS Office products
Good knowledge about the functionality of Google Tools like: Slides, Spreadsheet, Word, SQL/PLX Dashboard, Google Analytical tools

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