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
