Operations & Performance Management  

✓ Supervise and manage team schedule adherence, overtime, and change requests while maintaining team motivation.  

✓ Monitor team performance and service quality; drive continuous improvement through coaching and feedback.  

✓ Ensure compliance with operational policies, guidelines, and client requirements.  

✓ Use performance data to identify gaps, root causes, and action plans to improve KPIs.  

Team Development  

✓ Continuously develop agents’ skills and performance through coaching, guidance, and upskilling activities.  

✓ Promote team cohesiveness to achieve performance targets.  

✓ Oversee onboarding, training effectiveness, and performance management.  

✓ Conduct performance appraisals and Individual Development Plan (IDP) discussions.  

Client & Stakeholder Relationship  

✓ Work towards achieving agreed KPIs and SLAs with clients.  

✓ Ensure accurate, timely, and professional communication with internal teams and clients.  

✓ Validate all information before sending to clients to ensure accuracy and completeness.  

Business Planning & Reporting  

✓ Support capacity planning, staffing, and scheduling strategies.  

✓ Utilize forecasting techniques and data analysis to predict call volumes and resource requirements.  

✓ Generate and present performance reports for internal and client review.  

✓ Monitor operations to minimize costs and maximize efficiency and profitability.  

Cross-functional Collaboration  

✓ Partner closely with Quality, Training, HR, and Workforce Management teams.  

✓ Collaborate with other departments to achieve common project goals.  

✓ Manage skill transitions or changes of team members when required.  

Fraud Prevention & Information Security  

✓ Ensure strict adherence to company rules, IT security policies, and data confidentiality.  

✓ Understand non-compliance and fraud policies; report any suspected risks or violations promptly.  

WORKING TIME:  

✓ Service time: 9 AM - 6 PM, Monday – Saturday  

REQUEST  

Education & Experience  

✓ Minimum 2+ years of people management experience, managing teams of 50+ headcount.  

✓ Proven experience managing KPIs, SLAs, and large-scale operations.  

✓ Experience in BPO / Contact Center environment is required.  

✓ Experience in Trust & Safety / Content Moderation / Online Operations is a strong plus.  

✓ Ability to manage sensitive or disturbing content responsibly.  

Skills & Competencies  

✓ Strong leadership, coaching, and people management skills.  

✓ Solid operational knowledge, including scheduling, forecasting, and reporting.  

✓ Strong problem-solving, analytical, and critical-thinking skills.  

✓ Good communication skills (written & verbal), able to work with internal and external stakeholders.  

✓ Proficient in Microsoft Office (Word, Excel, Outlook).  

✓ Fluent English (spoken & written).  

✓ Minimum typing speed: 50 WPM.  

✓ Willing to work weekends and public holidays when required.