Operations Manager

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.