Associate Operations Manager with Content Moderator Experience

Tech Mahindra; Cebu City; On-site; PHP 1,707,456 - 2,561,184; Full time

Job summary

A leading technology solutions provider in Cebu City is looking for a manager to lead and deliver complex client engagements while ensuring exceptional customer service and team performance. The ideal candidate will have at least 5 years of experience in customer service management and a relevant degree. Responsibilities include managing team dynamics, performance analysis, and developing proposals for client engagements.

Qualifications

• Minimum 5 years of experience in a related field.
• Experience in customer service management is preferred.

Responsibilities

• Lead and deliver complex client engagements.
• Provide excellent customer service.
• Manage team relationships effectively.
• Drive performance from team leads and associates.
• Analyze performance trends for process improvements.

Skills

Customer service excellence

Team management

Performance analysis

Business solution design

Education

Bachelor's/College Degree

Job description

Overview

Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company. Provide excellent customer service and determine the needs of the client. Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance. Participate in the development and presentation of proposals for business development. Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals. Profit and Loss

Responsibilities

• Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company.
• Provide excellent customer service and determine the needs of the client.
• Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
• Participate in the development and presentation of proposals for business development.
• Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.
• Establish operations objectives and work plans, delegate assignments to subordinate Team Leads when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
• Manage and drive performance from the Team Leads and Associates in meeting SLAs and KPIs
• Manage program attrition
• People development
• Analyze performance trends and provide process improvements and resolution
• Collaborate with the Support groups in identifying gaps in the process and providing action plans and resolution

Qualifications

• Candidate must possess at least a Bachelor's/College Degree, any field.
• At least 5 year(s) of working experience in the related field is required for this position.
• Preferably Assistant Manager / Managers specializing in Customer Service or equivalent.