Operation Manager

Direct message the job poster from Gear Inc.

Sr. Talent Acquisition Specialist at Gear Inc | Always Hiring | Human Resources Enthusiast Gear Inc is an American owned and operated business process outsourcing company operating in Southeast Asia. Matchbox Mobile - Gear Inc provides industry leading Image Moderation, Social Media Management, IT Consulting, Application Development, Game Development, and Outsourcing Services. We are experts in moderating online user generated content.

For more information, please visit our websites: https://www.gearinc.com/ and https://puremoderation.com/

Responsibilities A BPO Operations Manager oversees and directs daily operations within the company or department, ensuring smooth execution, high-quality service, and client satisfaction. They lead teams, manage projects, implement process improvements, and maintain operational standards to meet client expectations and company goals.

Directly supervise and manage teams of supervisors, team leaders, and agents

Motivate and develop team members, fostering a positive and productive work environment

Conduct regular performance reviews and provide coaching and feedback

Operational Management

Manage day-to-day operations, ensuring smooth workflow, process adherence, and adherence to service level agreements (SLAs)

Monitor and analyze performance metrics, identifying areas for improvement and implementing continuous improvement initiatives

Implement and maintain operational processes, procedures, and policies

Oversee and manage resources, including staff, technology, and facilities

Client Relationship Management

Serve as a point of contact for clients, addressing inquiries, issues, and concerns

Work closely with clients to understand their needs and expectations

Ensure client satisfaction and retention

Compliance

Ensure compliance with all relevant regulations and industry standards

Implement BPO management principles, structure, workflow and processes

Project Management

Manage and execute projects within the assigned Program, ensuring they are delivered on time, within budget, and to the required standards

Program Reporting

Help in the preparation and hosting of both internal and external business review to present performance, communicate insights to ensure all concerns are addressed

Participate in cross-functional meetings to review operational support information, define action plans to resolve issues and drive improvement

Key skills and experience

Bachelor’s Degree or Higher in any discipline

2+ years BPO experience as Assistant Manager / Operations Manager

Has experience managing at least 150 FTEs across multiple markets

Proven track record of meeting and delivering targets and commitments

Strong written and verbal English communication skills (C2 Proficiency)

Work ethic and the ability to work with people

Leadership abilities, including motivating and developing teams

Managerial, critical thinking and problem solving skills

Analytical and decision making skills

Organizational and time management skills for efficient task management

The ability to adapt to a fast‑paced and changing environment is important

The Ability to identify and implement process improvements to enhance efficiency and quality

Proficient in Google Suite and online collaboration tools

Must have previous experience in handling an account similar in nature for content moderation

Benefits

Attractive basic salary

Allowance (attendance, transportation, overtime, and public holiday)

Mental Health Care service (on site Psychologist and mental health application)

Private Health Insurance

Monthly internal events

Paid leave

International, fun, and professional working environment

Working closely with experienced foreign experts

Training and career development opportunities

Sport activities and game room

Referrals increase your chances of interviewing at Gear Inc. by 2x

#J-18808-Ljbffr