Job Description

Responsibilities

• Provide mentoring, coaching, and direction to team members (of approximately 15-25 members);

• Handle client inquiries and provide appropriate solutions and alternatives within the time limits to ensure resolution;

• Lead team members, foster their professional development and growth via effective coaching and proactive communication, and enhance teamwork and cooperation;

• Follow communication procedures, guidelines, and policies;

• Subject Matter Expert to all operations functions (People, Performance, Process);

• Responsible for ensuring and achieving all Service Level Agreements (SLA) and contractual Key Performance Indicators (KPIs);

• Set goals for individual and team levels and ensure to achieve targets;

• Manage team scorecard performance and retention goals;

• Identify performance-related issues, develop Corrective Action - Preventive Action (CAPA) plan for improvement, and demonstrate proactive approaches in any situation;

• Be able to report on data or team and/or team members' performance, and overall condition/state to immediate supervisor proactively and as needed.

• Manage team schedules and staffing levels in compliance with the organization policy

Key Skills and Experience

• Bachelors Degree or Higher in any relevant field

• 1 year experience in BPO service (customer care - moderation - service analysis)

• Has at least 6 months of experience in people management and leadership

• Strong English communication skills, both oral and written. (Eng - C1 Level)

• Flexible to work different shifts, including evenings, Public Holidays, and weekends

• Ability to handle difficult and escalated customer situations

• Strong problem-solving and decision-making abilities

• Ability to work in a fast-paced and dynamic environment

• If to be assigned to Content Moderation Campaigns

• Stays updated and is interested on social-media trends

• Familiar with fashion / makeup trends (well known brands - trending products) are an advantage

• Must be able to have a deep understanding of platform policies, and the ability to handle sensitive content with empathy and resilience