Operation Manager

Operations Manager 

Key Responsibilities:

• Mentor/lead supervisors (TLs) and moderators, conduct performance reviews, coaching, handle escalations, manage scheduling (rosters) and shrinkage.

• Monitor KPIs (AHT, SLA, Quality, CSAT, Attrition), set objectives, drive productivity, and ensure adherence to targets.

• Reviewing sensitive/graphic content (images, video, text) to meet community guidelines, ensuring consistency and upholding platform standards. 

• Ensure compliance with client content policies and work with policy teams on updates.

• Manage budgets, resources, and implement process improvements to enhance workflow and quality.

• Handle client escalations, provide reports, and collaborate with HR/Training for recruitment and staffing.

• Scale operations up or down quickly to meet demand shifts. 

Required Qualifications and Skills

• Leadership, coaching, problem-solving, data analysis (KPIs), communication, resilience, cultural sensitivity, attention to detail. 

• Typically requires 2-3 years of experience in team handling and specific experience in content moderation is often mandatory.

• Flexibility to work in rotational shifts (24/7 environment) and adapt quickly to evolving policies and platform changes. 

• Proven people management skills, with the ability to lead, mentor, and motivate teams in a dynamic, fast-paced environment.

• The ability to handle exposure to potentially objectionable and sensitive content (e.g., graphic, violent) with professionalism and resilience.

• Familiarity with moderation tools, content management systems, and MS Office (especially Excel and presentation tools).