Manager - Content Review - Operations - Ops Lead

Respond to customer inquiries and problem escalations.

Proactively resolve people issues and ensure that attrition is well below the defined target.

Leading operations and spearheading processes for excelling business targets for the Business Unit
Meet 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 required.

Driving Continuous Improvement Initiatives
Develop and implement measurement systems and provide insightful analytics around the metrics.

Deep technical expertise and data orientation in controllership, Management Information System and Service delivery
Communicate 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 factor.

Set goals for the team and communicate goals on a regular basis.

Coach & mentor people Motivating team with excellent people touch.

Efficiency and Process Transformation commitment and upstream improvement opportunities using Lean Six Sigma
Reconciliations of client reports
Leading calls with clients and other business functions
Running of projects independently
Preparation of dashboards and ability to understand current Business processes and suggest improvements Key for details.

This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly egregious/ sensitive in nature, such as (but not limited to) graphic violence, self-harm, child abuse, and hate speech.

Qualifications we seek in you.

Minimum qualifications
Any graduate
Post Graduate degree or equivalent with an excellent academic record.

Relevant experience in a BPO/KPO
Should have handled a team of 80 to 100 people.

Customer Management exposure and good presentation skills is a must.

Preferred qualifications
Excellent Analytical & Communication skills
Preferably the candidates prior experience in Internet based accounts and Customer service industry
Ability to work & communicate with people across organizational unit.

Excellent interpersonal & Management skill
LEAN/Six Sigma Trained, Tested and Certified (preferred)
Leading calls with Clients/ other business functions Independently
High MS-Office skill (Advance Excel) preferred.

Ability to handle pressure - Timelines and Customer Demands