Operation Manager

Operations Manager  Key Responsibilities: • Mentor/lead supervisors (TLs) and moderators, conduct performance reviews, coaching, handle escalations, manage scheduling (rosters) and shrinkage. • Monitor KPIs (AHT, SLA, Quality, CSAT, Attrition), set objectives, drive productivity, and ensure adherence to targets. • Reviewing sensitive/graphic content (images, video, text) to meet community guidelines, ensuring consistency and upholding platform standards.  • Ensure compliance with client content policies and work with policy teams on updates. • Manage budgets, resources, and implement process improvements to enhance workflow and quality. • Handle client escalations, provide reports, and collaborate with HR/Training for recruitment and staffing. • Scale operations up or down quickly to meet demand shifts.  Required Qualifications and Skills • Leadership, coaching, problem-solving, data analysis (KPIs), communication, resilience, cultural sensitivity, attention to detail.  • Typically requires 2-3 years of experience in team handling and specific experience in content moderation is often mandatory. • Flexibility to work in rotational shifts (24/7 environment) and adapt quickly to evolving policies and platform changes.  • Proven people management skills, with the ability to lead, mentor, and motivate teams in a dynamic, fast-paced environment. • The ability to handle exposure to potentially objectionable and sensitive content (e.g., graphic, violent) with professionalism and resilience. • Familiarity with moderation tools, content management systems, and MS Office (especially Excel and presentation tools).