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Operations Manager

Job ID: 21-14273

Management of 24/7 Content Review Operations
Responsible/Accountable for meeting SLAs on a daily basis
Drive ways to fix quality issues,perform root cause analysis, Identify holes in customer policies and draft proposals accordingly.
Responsible for conducting daily huddles, week wrap up meetings and monthly 1x1s with the team.Shares information required for the team to be successful
Will be responsible for the professional growth of their direct reports, and will be responsible for the measurement of their team’s success
Develops and maintains an understanding of customer Service Level Agreements and department’s key performance requirements
Develops and maintains product knowledge, industry knowledge, business and professional skills by participating in on-the-job training and classroom training
Develops and maintains knowledge of customer and customer specific business environment
Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
Act as the primary knowledge resource for a product and service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor.
Accountable for effectively handling senior level escalations or customer complaints received via various sources
Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
Enforcing Client core values within the team and project.
Drive automation and maximize the client process including submission of We@Client ideas.

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