Trust & Safety Operations Assistant Manager| Port Saint Lucie, FL
Full Time
Port Saint Lucie, FL 34983
Posted
Job description
Category :
Client Operations
DOING BUSINESS WITH PEOPLE, FOR PEOPLE.
DOING BUSINESS WITH PEOPLE, FOR PEOPLE.
Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978. Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world’s population. This kind of growth wouldn’t have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity. Here, your success is our success.
PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS
As a Trust & Safety Operations Assistant Manager, you are the glue that ensures our content moderation process and teams work together across multiple geographies, with different kind of workflows (Highly Sensitive, sensitive). You work with client and internal teams to improve our understanding of the business area, regulations driving content moderation workflows in specific geos, people wellness, operational performance and growth. You provide leadership and subject matter expertise to various teams to actually get things done, aligned to existing policies governing trust & safety workflows. As a people champion, you will monitor and supervise the right framework for wellness of operations team working on various type of Highly Sensitive, sensitive content. A master of interpersonal communication and task management, you will work frequently with our local team. Fast-paced, dynamic, and proactive are some of the key things that the Trust & Safety Operations Assistant Manager would bring to the table. You will be monitoringregulations that affects the workflows we support for client. You will have a mindset for finding solutions that enable scale and positive end-user / client experience. You will be analytical, proactive, motivated, organized, responsible, innovative and demonstrate the ability to work well in a global, cross-functional, and team-oriented environment. You will demonstrate process, policy & regulations know-how, effective communication. You will be heavily involved in reviewing, leading and coordinating activities across our large Trust & Safety Operations footprint.
The T&S Operations Assistant Manager, leads all workstreams that build up to the site’s operational success. What this means is being responsible, from A to Z, for the projects we drive for our client, with in Trust & Safety space. Being on top of operational performance, quality, HR topics, Training, WFM, IT, financials, client governance among others, will be part of the day-to-day responsibilities to ensure all of these come together to make all of our programs a success. On top of leading all projects of the site, establishing and developing a close relationship with our client counterparts is crucial for both organizations to keep evolving together. Feeling comfortable in getting hands-on in all of theproject’s aspects will be key to lead a world class team and drive change.
- Manage the overall operations & projects within the client Trust & Safety team
- Supervise a group of team leads in driving team performance and manage KPIs.
- Handle day to day operations with focus on analytics, coaching, recognition, and performance management.
- Conduct governance meetings including daily, weekly, monthly and quarterly meetings and submit associated reports in advance.
- Interact regularly with the clients to share updates, lead operational and project/ program level reviews.
- Collaborate with other process owners, training and quality managers to share best practices and drive higher results and efficiency.
- Create and maintain trustworthy relationships with client POCs
- Be up to date with industry trends and latest innovations in the operations / outsourcing landscape
- Review & drive innovation and continuous improvement within all managed projects
- Being responsiblefor the project’s financials by generating the targeted revenue and profits
- Ensuring exceptional operational performance by overachieving contractual and non-contractual targets and KPIs
- Work together will all support departments/areas to remove anyroadblocks to Operations success and maximize project’s results
- Data driven mindset to be able to make data driven decisions
- Ensure exceptional scores on KSAT (Client Satisfaction) and ESAT (Employees Satisfaction)
- Promote operational efficiency by providing regular feedback metrics to the localteam.
- Fluency in English
- Higher, secondary specialized education, Bachelor's degree is preferred
- 3+years leading trust & safety Highly Sensitive, sensitive operations workflow in an in-house or Outsourced environment for Hi-Tech / Social media companies
- 5+ years of experience in Operations in a client or service delivery environment
- Strong leadership skills and experience
- Technology and Social media savvy
- Experience in owning and managing financials: budgets, Gross Margins, EBIT and P&L
- Experience in preparing and leading QBRs/MBRs with client partners
- Experience in drafting and reviewing SOWs
- Proven ability to work as a team member, as well as independently
- Strong logical thinking ability, self-learning ability and creative mind
- Experience managing multiple projects
- Strong prioritization skills to efficiently resolve competing priorities
- Demonstrated experience in Risk Management
- Cognitive Ability -Adaptable to learn new processes, concepts, and skills
- Demonstrates the ability to work as part of a team adding positive attitude and business focus.
- Products experience: including Microsoft Office products, Gmail, Calendar, Drive, Docs, etc.
Teleperformance is an equal opportunity employer.
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