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101 IGT Solutions Jobs

Manager - Operations- Content Moderation

7-12 years

Gurgaon / Gurugram

1 vacancy

Manager - Operations- Content Moderation

IGT Solutions

posted 1d ago

Job Role Insights

Flexible timing

Job Description

Title: Manager Ops - International Process


Role Summary:

We are seeking a Manager to manage a dynamic team of 50-100 members in an International Process. The ideal candidate will have experience handling BPO operations, including performance management, coaching, and improving overall team productivity and quality. This role requires excellent leadership skills to guide team members, manage performance, and ensure alignment with business goals.


What You Would Be Doing:

  • Team Management & Performance: Oversee and manage the teams productivity, quality, shrinkage, and attrition to ensure all targets are met.
  • Coaching & Development: Provide coaching and mentorship to new team members to improve performance, skills, and customer satisfaction (CSAT).
  • Process Review & Improvement: Analyze existing processes, make recommendations for improvements, and implement strategies to enhance overall team performance and CSAT.
  • Training Needs Identification (TNI): Identify gaps in knowledge or processes and address them through targeted training and development.
  • Monitoring & Coaching: Conduct weekly performance reviews and one-on-one coaching to support team members in meeting their goals.
  • Floor Support & Escalation Management: Offer floor support and address escalations in real-time to ensure smooth operations.
  • Target Achievement: Manage and drive the team towards achieving individual and team performance targets (IC targets).
  • AHT Management: Ensure that Average Handle Time (AHT) is maintained within the specified target levels across different tenure buckets.
  • Process Adherence & Compliance: Ensure that all processes are followed, and performance metrics are adhered to consistently.

Skills & Experience:

  • Experience: Previous experience in handling an international process is a must.
  • Team Management: Proven experience in managing a team of 50-100 members, with the ability to guide, motivate, and manage team performance.
  • Supervisory Skills: Strong supervisory and leadership skills to effectively manage subordinates and drive results.
  • Communication Skills: Excellent written and verbal communication skills in English, with the ability to present and report effectively.
  • Technical Skills: Basic knowledge of computers and proficiency in MS Excel.
  • Methodical & Organized: Ability to stay organized, methodical, and manage multiple tasks and priorities effectively.
  • Flexible: Ability to work in a 24/7 environment, including flexibility for shifts.
  • Work Environment: 5 days working, Work From Office (WFO).

Whats Expected:

  • Strong leadership and ability to drive team performance in a fast-paced environment.
  • Excellent coaching and mentorship abilities to improve team skills and performance.
  • Effective in handling escalations and providing floor support.
  • Ability to analyze and optimize processes to achieve higher CSAT and performance outcomes.

Interested Candidates:

Please share your resume with us at 7042379178.



Employment Type: Full Time, Permanent

Read full job description

IGT Solutions Interview Questions & Tips

Prepare for IGT Solutions Operations Manager roles with real interview advice

Top IGT Solutions Operations Manager Interview Questions

Q1. How will you handle irate customer
Q2. Do you have any travel knowledge?
Q3. What do you know about social media?
View all 84 questions

What people at IGT Solutions are saying

3.8
 Rating based on 10 Operations Manager reviews

Likes

Good place to create a pathway to growth if you are joining as a Fresher. Multiple opportunities to grab if you are a go-getter. Overall good facilities and top notch list of clientele.

  • Job security - Good
Dislikes

Salaries could be more competitive according to market standards. If you are good at something, there would be an avalanche of more work with minimal support. Preference to those part of the "Boys Club". Very few ladies in the top management. While rest of the organisation has an equal gender mix, there a huge evident disparity as you see up the ladder.

  • Promotions - Poor
  • +1 more
Read 10 Operations Manager reviews

Operations Manager salary at IGT Solutions

reported by 34 employees with 9-16 years exp.
₹7.5 L/yr - ₹15 L/yr
5% less than the average Operations Manager Salary in India
View more details

What IGT Solutions employees are saying about work life

based on 2.7k employees
66%
65%
71%
65%
Flexible timing
Rotational Shift
No travel
Day Shift
View more insights

IGT Solutions Benefits

Cafeteria
Job Training
Free Transport
Work From Home
Soft Skill Training
Health Insurance +6 more
View more benefits

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IGT Solutions Gurgaon / Gurugram Office Location

View all
Gurugram Office
Headquarter
InterGlobe Technologies, 2nd floor, InfoTech Centre, Milestone 14/2, Old Delhi Gurgaon Road, Dhundahera Gurugram
Haryana 122016

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