job description
Join Alorica as an Operations Manager – Content Moderation and lead a high-performing team in delivering operational excellence. This role is ideal for a dynamic leader passionate about driving performance, fostering team development, and ensuring top-tier content moderation standards in a fast-paced environment.
Based in beautiful Bali, you’ll oversee critical operations while enjoying a vibrant work culture. Your expertise will shape strategies that enhance efficiency, compliance, and customer satisfaction. If you thrive in metrics-driven environments and are ready to make an impact, this is your opportunity to grow with a global leader in customer experience solutions.
Responsibility
- Lead and mentor a team of content moderators to achieve operational KPIs and service-level agreements (SLAs).
- Develop and implement strategies to improve workflow efficiency, quality, and team performance.
- Monitor and analyze performance metrics, providing actionable insights to senior leadership.
- Ensure compliance with company policies, industry regulations, and client-specific guidelines.
- Collaborate with cross-functional teams to optimize processes and enhance customer experience.
- Drive continuous improvement initiatives to streamline operations and reduce costs.
- Conduct regular training and coaching sessions to upskill team members.
- Manage escalations and resolve complex issues with stakeholders.
Qualifications
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Proven experience (5+ years) in operations management, preferably in content moderation or customer service.
- Strong leadership skills with a track record of building and managing high-performing teams.
- Excellent analytical and problem-solving abilities with a data-driven mindset.
- Proficiency in performance metrics, reporting tools, and process optimization.
- Exceptional communication and interpersonal skills.
- Ability to thrive in a fast-paced, dynamic environment.
- Familiarity with compliance and regulatory standards in content moderation.