Is the front line manager for a team of L2s and L3, approximate team size of 15-20 that performs content quality audit of titles across languages.
Own program specific goals around SLA, quality and productivity.
Manage stakeholder communication & requirements. Ensure that business processes are well documented and continuously updated
Work with product and technical teams to build and improve the tools and technology to support the process.
Define, measure and present operating metrics to senior Management.
Manages people performance and support career growth.
Responsible for identifying customer impacting issues, finding and implementing solutions.
Responsible for escalating issues on a need basis such as spike in volumes vs. forecast, people issues etc.
Responsible for controlling attrition %
Participate in hiring., Graduate (any stream) with 6+ years of experience of which a minimum 3+ years in managing people
Track record of meeting and exceeding high service delivery standards
Experience in driving process excellence and productivity improvement.
Experience in managing process and operational escalations
Exposure to process improvement / quality control tools and methods
Experience in understanding and managing metrics and developing them, as required
Strong working knowledge of basic computer business applications such as MS Word, MS Excel, and Outlook.
Strong background in web search and familiarity with various ways used for searching for information.
Arabic Language knowledge will be an added advantage
Experience in ebook conversion space will be an added advantage