Manager - Content Review - Ops Lead - English
Manager - Content Review - Ops Lead - English
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Job Description
We are inviting applications for the role of Manager Content Moderation Ops Lead
In this role you will be responsible for demonstrating innovation and intuition in identifying areas requiring operational adaptation and/or improvement Active user of Internet and online applications.
Responsibilities
- 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.
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.
- Fluent in English Language
Speech X score: C1 or above
Should be flexible to work in 24*7 environment and rotational shift and week off.
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 MSOffice skill (Advance Excel) preferred
- Ability to handle pressure Timelines and Customer Demands
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation. For more information visit . Follow us on Twitter Facebook LinkedIn and YouTube. Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.
Required Experience:
Manager
Employment Type
Full-Time
