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Social Media Content Review Team Lead with Russian

Job Location: Iasi

Regional Description: Romania

Job Number: 00536116

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- Job description

 

 

Ideal Candidate:


- Fluency in English and Russian

- + 3 years professional experience (minimum 1 year managerial experience)
- Experience in BPO/SSC/Multinational environment
- Team management experience
- Client management exposure
- Self-motivated, positive attitude and professional conduct

Role Summary: 

Supervise a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintain utilization and day to day operational management. Ensure achievement of SLA targets.
Conducts daily and weekly meetings to share business updates, conducts RCA to identify drivers impacting performance, and works closely with QAs to improve team performance.
Work closely with subject matter experts on escalations as well as manage the queue and productivity of their teams.
Should have solid understanding of workflow, tools used for providing services.
Have experience working as an Agent in same/similar workflows. Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team.

 

Key Responsibilities: 

·       Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team

·       Review all incoming work for clarity, provide clear work directions, e.g., receive requests from customer, determine level of assistance required and respond appropriately

·       Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor.

·       May perform social media content reviews or other client related tasks in various systems, as required

·       Prepare and analyze complex reports/information and formulate conclusions

·       May act as a point of contact for senior client representatives

·       Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed

·       Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements

·       Perform analysis of quality audits; analyze results and develop process improvements

·       Assist with providing operational statistics and escalate operational issues to supervisor

·       May create annual team objectives with supervisor approval. Monitor and coach team to meet objectives

·       Increase efficiency by managing processes, resources and technologies to ensure the smooth flow of operations to meet cost, quality, controls and delivery targets

·       Take steps to increase employee engagement

·       Act to reduce high performer attrition

·       Support Talent Management process and career management for team members

 

 

 

 

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