Operations Manager//Content Moderation process

We are a leading Business Process Outsourcing (BPO) company hiring for an Operations Manager position.
Key Responsibilities:
• Analyze and maintain Client Service Level Agreements, implementing improvement plans as needed.
• Maximize revenue generation by reaching long and short-term financial projects, including data collection, forecasting, budgeting, etc.
• Select, train, develop, and manage direct reports and their associates, planning and assigning work according to the organization's policies and applicable legal requirements.
• Manage and review operational reports, such as Attendance adherence, PFP, Client scorecard, Metrics management reports.
• Create and maximize relationships with client partners.
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards, defining and implementing corrective actions to meet operational performance.
• Conduct regular one-on-ones with direct reports to review individual performance, team performance, and offer on-going developmental coaching.
• Create a positive work environment through employee engagement, resolving employee relation issues professionally and timely.
• Participate in cross-functional meetings to review information from operational support functions - Training, HR, Quality, WFM, TA - and partner to define action plans that resolve issues and drive continuous improvement.
Candidate Profile:
• Associate degree in a related field with more than eight years of experience, preferably with at least two years of progressive management experience.
• Experience in Content Moderation Process is mandatory.
• Demonstrated ability to coach and develop action plans that maximize performance, providing effective feedback.
• Demonstrated ability to analyze and improve work processes, establishing a course of action for self and others to accomplish a specific goal.
• Excellent communication skills, both written and verbal, with the ability to effectively present information to internal and external associates.
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
• Demonstrated ability to mentor, coach, and provide direction to a team of employees.
• Willingness to work a flexible schedule.
Requirements:
• Minimum 1+ year experience as an Operations Manager.
• Strong knowledge of Operations Matrices, FMEA, Capacity Planning.
• 10+ years of overall experience.
• Ability to work under pressure and follow through on items to completion while maintaining a professional demeanor. Read more