- Manage team productivity, quality, attrition, and shrinkage for 50–100 FTEs.
- Drive CSAT improvements through process review and coaching.
- Monitor and manage AHT, SLA, and IC targets across tenure groups.
- Conduct TNI, one-on-one coaching, and performance reviews.
Role Responsibilities:
- Lead and supervise a large team in an international content moderation process.
- Provide performance coaching, handle escalations, and support floor operations.
- Ensure adherence to operational metrics and compliance requirements.
- Identify and implement process improvements to boost team performance.