Operations Team Manager
Concentrix - Jordan
Total years of experience :4 years, 6 Months
Recruit, train and develop Content Moderation and customer care Specialists and nurture an environment where they can excel through encouragement and empowerment.
Own and manage shifts in addition to the ongoing content moderation work.
First point of escalation for any professional/technical issues arising during the shifts.
Coaching a team of 40 operations team members in the principles of managing cost, quality, and customer satisfaction.
Increased profitability by improving contribution margin ratio with over 10% and cutting overhead costs by over 20%.
Actively developed leadership pipeline within team members.
Define and meet the client team SLAs and work balance.
POC for ongoing technical and analytical issues with other departments.
Review user generated content UGC.
Enforce community guidelines.
Maintain trust and safety.
Implement updates to content moderation policies.
Ensure compliance with legal requirements.
Monitor user behavior and trends.
Top Achiever certificate for 6 months in accuracy and performance.
Answering customer questions about the company, products, or services.
Resolving customer complaints.
Directing customers to the right department or supervisor.
Taking orders or processing payments.
Making changes to customers' accounts.
Handling returns and exchanges.
Addressing billing concerns.
Keeping records of customer interactions.
Selling products and services.
Steel D2 hardening process, casting, and welding of the steel with all the tests needed,