Operation Manager in India (Kolkata)

Job Description:

Gear Inc is seeking an Operation Manager in Kolkata for our Moderation team. Ideal candidates are able to adapt and are well known with fast moving and last moment change.

Main responsibilities:

• Directs and oversees day to day project operations through effective leadership and efficient management of team leads and support teams.
• Ensure delivery of all client KPIs and targets.

• Motivate and effectively performance manage team leads Provide direction, mentoring, coaching, and leadership support to all direct reports and identify any knowledge and competency gaps for training and improvement

• Ensure proper staffing levels relative to call volume forecast & capacity plan in coordination with the concerned functional units for staff hiring, training and deployment.

• Ensure Adequate staffing of high skilled and qualified workforce across all roles and functions.

• Host internal and external Business reviews on regular basis and present operational performance, clearly communicate insights, ensure all operational concerns are addressed

• Maintains good working relations with clients and serves as the customer's primary point of contact creating open and effective communications regarding all aspects of the program.

• Anticipate client needs proactively and translate requirements into executable action plans with clear objectives, goals and timelines.

• Maintains a high level of morale and productivity within the programs, to lead by example and cultivate a positive workplace environment that promotes company culture.

Job Requirement:

• At least 10 years of work experience in the managed services industry with minimum 3 years of related field experience, preferably an operations manager in BPO Operations.
• Managed at least 300 FTEs across multiple lines of business

• Proven track record of meeting and delivering targets and commitments.

• Excellent English communication skills, both verbal and written in English

• Proficient in Google Suite and online collaboration tool is a plus

• Capable of building productive business relationships with clients

• Strong organizational, managerial, critical thinking, creative thinking, problem-solving decision making and analytical skills

• Content moderation environment work experience is a plus but not required

• Willing to work on public holidays and shifting schedules including night shifts when needed

• Willing to relocate to Kolkata, India.

Benefits:

• Attractive salary and benefits, international, fun and professional working environment
• An open and honest culture where people are valued, treated fairly and trusted and empowered

• 13th salary, lunch allowance

• Health Insurance package

• Paid leave (12 days/year)

• Support for making work permits, resident cards and others

Working Location: Must be located in, or willing to relocate to Kolkata, India.

All interested candidates are welcome to apply. Please send your cover letter and resume expressing your interest to us at Jobs@gearinc.com. Only shortlisted candidates will be contacted by our HR team.