Content Operations Manager

3 weeks ago

Ho Chi Minh City, Vietnam IGT Malaysia Full time

We are looking for an **experienced Operations Manager** to **oversee and manage day-to-day Content Moderation operations.**

**Overall Responsibilities**:

- Manage team comprises Team Leaders, Trainers, QAs, and agents in all aspects of a content moderation context.
- Supervise a dynamic team to support Client managed services to team members through rostering, monitoring, briefing, coaching, and others.
- Plan and execute strategic Operations through forecasting, rostering, monitoring, briefing, coaching, and others.
- Take decisions about problems that occurred in the entire program that supports service Content Moderation Client and its analysis.
- Responsible for monitoring moderation agents in terms of quality and quantity to meet operational requirements from Clients.
- Conduct regular one-on-ones with direct reports to review individual performance, and the performance of their team and offer ongoing developmental coaching.
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
- Attend Weekly Meetings with Clients to share insights and highlights of operations.
- Attend to ad-hoc tasks as assigned by the General Manager or Client.

**Job Requirements**:

- Education requirements
- Graduation Mandatory
- 10 to 12 years of overall experience in contact center/ content moderation operations
- Minimum of 7 to 8 years of experience in Content Moderation
- Good at Communication. Language specific requirement will be based on the location/Geography
- Experience in managing performance targets desired.
- Project management experience, able to work independently on multiple concurrent initiatives.
- Strong determination of KPI achievement.
- Disciplined and highly motivated to motivate and encourage the team for improvement.
- Proven ability to do staffing and scheduling.
- Ability to effectively manage cross-functional projects.
- Ability to multitask and highly adapt to a constantly changing environment.
- Excellent oral, written, and interpersonal communication skills.
- Demonstrated problem-solving skills, and strategic and analytical capabilities.
- Intermediate to advanced reporting skills.
- Moderate ability to identify and analyze data for trends and forecasts.

**Job Types**: Permanent, Full-time

Ability to commute/relocate:

- Ho Chi Minh City: Reliably commute or planning to relocate before starting work (required)

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