Job
Description
The Operations Manager at Wipro Limited is responsible for overseeing the daily operations of the content moderation process to ensure optimal performance, efficiency, and customer satisfaction. This role involves leading and developing a team, implementing process improvements, and ensuring adherence to service level agreements (SLAs) and quality standards. The ideal candidate will possess a strong blend of technical expertise in content moderation technologies, excellent leadership skills, and a proven track record in operations management. Managing a team of up to 150+ headcount consisting of Asst Managers, Team Leads, MIS, Trainers, QAs & Reviewers, the Operations Manager will lead, mentor, and coach the team to achieve performance targets and foster a high-performing culture. Conducting regular performance reviews, identifying training needs, and facilitating professional development for team members are essential responsibilities. Additionally, the Manager will manage staffing, scheduling, and resource allocation to ensure adequate coverage and efficient operations while promoting a positive and collaborative work environment by addressing any team conflicts or issues effectively. Overseeing day-to-day content moderation operations, including SLA and quality, the Operations Manager will develop, implement, and optimize standard operating procedures (SOPs) to enhance efficiency, quality, and consistency in operations. Monitoring key performance indicators (KPIs) such as AHT (Average Handle Time), TRT (Total resolution Time), FCR (First Call Resolution), and service levels, analyzing performance data, identifying trends, and implementing corrective actions to improve operational metrics are crucial tasks. The Manager will also drive continuous improvement initiatives to streamline workflows, reduce costs, and enhance the overall customer experience. Ensuring operational efficiency, maintenance, and compliance of infrastructure on tools used for production is another key responsibility. The Manager will collaborate with IT and network teams to troubleshoot and resolve issues, ensuring minimal downtime. Establishing and enforcing quality standards for all interactions across the content moderation space, implementing and managing a robust quality assurance program, including internal quality and feedback mechanisms, and ensuring compliance with relevant internal policies, industry regulations, and legal requirements (e.g., data privacy) are essential aspects of the role. Collaborating effectively with cross-functional teams, including IT, Sales, Marketing, and Customer Service, to align operations with overall business objectives, providing regular and insightful reports on content moderation operations performance, challenges, and initiatives to senior management and stakeholders, and managing vendor relationships related to content moderation technology and services to ensure service delivery and cost-effectiveness are also part of the Operations Manager's duties. The mandatory skill required for this role is Content Moderation with an experience range of 8-10 years. Wipro Limited is building a modern end-to-end digital transformation partner with bold ambitions, seeking individuals inspired by reinvention to join the team. The company encourages individuals to reinvent themselves, their careers, and their skills in an environment that empowers personal and professional growth. Applications from people with disabilities are explicitly welcome.,
