Operation Manager

Job Description: Operations Manager preferred Urdu speaker

• Position: Operations Manager

• Location: Malaysia

• Industry: BPO

• Language Requirement: Fluent in Urdu (Reading, Writing, Speaking)

• Experience Level: Senior/DM Level

• Key Responsibilities:

Manage and oversee daily operations within the content moderation team, ensuring efficient screening of videos and content.

• Ensure adherence to Trust and Safety guidelines and protocols, maintaining high standards of content screening.

Lead a team of Team Leaders who will have first-line agents reporting, providing guidance and support to ensure optimal performance and adherence to quality standards.

• Collaborate closely with teams and stakeholders, particularly in Urdu-speaking regions, to ensure seamless communication and alignment of operational goals.

Develop and implement operational strategies that align with company objectives and enhance productivity.

• Monitor and analyze performance metrics, including AHT (Average Handle Time), quality, shrinkage, and productivity, to drive continuous improvement and operational excellence.

Handle escalations related to content moderation and Trust and Safety issues, providing effective solutions and mitigating risks.

• Ensure customer satisfaction by maintaining high service standards and promptly addressing any issues or concerns.

• Key Requirements

Experience: Proven experience in operations management within the BPO industry, with a focus on content moderation and Trust and Safety.

• Industry Background: Candidates with experience managing first-line agent teams responsible for content screening, especially from competitors like Accenture, are highly preferred.

Core Operations Management Experience: Strong understanding and experience in managing key performance areas like AHT, quality, shrinkage, and productivity.

Leadership Skills: Strong leadership and team management skills, with the ability to motivate and guide teams to success.Problem-Solving Abilities: Excellent analytical and problem-solving skills, with a focus on continuous improvement.

• Communication: Strong communication skills, both in Urdu and English, to effectively interact with diverse teams and stakeholders.

• Preferred Qualifications:

Experience in managing large-scale operations within the content moderation domain.

• A solid understanding of BPO industry-specific regulations and standards.

Previous experience in managing teams in Pakistan is an added advantage.

Job Type: Full-time

Pay: RM10,

• 00 - RM13,000.00 per month
  
  

  Language:

Urdu (Required)