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Senior Manager \u2013 Content Moderation

Keywords / Skills : Senior Manager \u2013 Content Moderation

Posted: 2019-09-19

Industry
ITES/BPO
Function
IT
Role
Customer Service Executive (Voice)
Posted On
19th Sep 2019
Job Ref code
HIG004306
Job Description
Job Description :

You\u2019re responsible to communicate with the customer on a regular basis to discuss operational issues and CTQ delivery, raise issues proactively & build relationship, understand customer issues proactively, fix to get the delight factor
Proactively resolve people issues and ensure that attrition is well below the defined target
Leading operations and spearheading processes for excelling business targets for the Business Unit
Driving Continuous Improvement Initiatives
Develop and implement measurement systems and provide insightful analytics around the metrics.
Deep technical expertise and data orientation in controllership, Management Information System and Service delivery
Set goals for the team and communicate goals on a regular basis
Coach & mentor people \u2013 Motivating team with excellent people touch
Productivity and Process Transformation commitment and upstream improvement opportunities using Lean Six Sigma
Reconciliations of client reports
Preparation of dashboards and ability to understand current Business processes and suggest improvements
Qualifications
Minimum qualifications

Graduate (in any stream)
Relevant Experience in KPO/BPO
Strong interpersonal & Management skill
Basic understanding of Lean, Six Sigma, ITIL, ability to work with Microsoft office suite, Visio
Strong interpersonal & Management skill
Customer Management exposure and good presentation skills is a must
Prior experience in Internet based accounts and Customer service industry
LEAN/Six Sigma \u2013 Trained, Tested and Certified
High MS-Office skill (Advance Excel)
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit
www.genpact.com . Follow us on (https://www.youtube.com/user/GenpactLtd) .



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