Operations ManagerSocial Media Process

Job Description

Job Description
Position: Operations Manager – Content Moderation

Locations: Gurgaon / Bangalore / Hyderabad
Work Mode: Work From Office
Experience: 10+ Years overall
Interview Mode: Virtual
Industry: BPO / International Operations

Job Summary

We are hiring an experienced Operations Manager for a leading BPO. The ideal candidate must have proven experience as an Operations Manager in a BPO environment, with mandatory experience in Content Moderation.

The candidate should have strong expertise in operations metrics, FMEA, capacity planning, client management, people management, and continuous improvement.

Essential Functions & Core Responsibilities
Analyze and maintain all Client Service Level Agreements (SLAs) and implement improvement plans as required.
Maximize revenue generation and support short-term and long-term financial objectives through data collection, billable/non-billable hour management, forecasting, and budgeting.
Select, train, develop, and manage the performance of direct reports and their associates.
Plan and assign work in accordance with organizational policies and applicable legal requirements.
Manage and review operational reports, including:
Attendance & adherence
PFP
Client scorecards
Operations metrics
Performance management reports
Build and maintain strong relationships with client partners.
Provide leadership and guidance to direct reports to ensure consistent implementation of company policies and standards.
Define and implement corrective actions required to achieve operational targets.
Conduct regular one-on-one meetings with direct reports to review performance and provide ongoing developmental coaching.
Create a positive work environment through employee engagement initiatives.
Resolve employee-related issues professionally and in a timely manner.
Participate in cross-functional meetings with Training, HR, Quality, WFM, Talent Acquisition, and other support functions.
Develop and implement action plans to resolve operational issues and drive continuous improvement.
Participate in client business reviews and present operational performance.
Manage and provide direction to Team Leaders, Assistant Managers, and Deputy Managers.
Drive operational excellence through effective process management, capacity planning, FMEA, and metrics analysis.
Candidate Profile
Graduate in any discipline.
10+ years of overall BPO experience preferred.
Minimum 1 year of experience as an Operations Manager.
At least 2 years of progressive management experience preferred.
Mandatory experience in Content Moderation processes.
Strong understanding of operations metrics and performance management.
Hands-on experience in FMEA and Capacity Planning.
Demonstrated ability to coach, mentor, and develop teams.
Strong analytical and problem-solving skills.
Ability to analyze and improve operational processes.
Excellent written and verbal communication skills.
Strong client management and stakeholder management abilities.
Ability to organize and prioritize multiple projects in a fast-paced, deadline-driven environment.
Ability to work effectively under pressure and follow tasks through to completion.
Strong leadership skills with the ability to manage multiple levels of management.
Willingness to work in a flexible schedule as required by business operations.
Key Skills
BPO Operations Management
Content Moderation
Operations Metrics
FMEA
Capacity Planning
SLA & KPI Management
Client Management
Performance Management
Workforce Planning
Process Improvement
People Management
Coaching & Mentoring
Business Reviews
Continuous Improvement
Application

Interested candidates can share their updated CV for consideration.

Contact: 8467054123
Interview: Virtual
Work Mode: Work From Office