Webhelp Americas Hiring for Site Associate Director – BPO – Content Moderation – Mason, OH Job at Brookville, IN Full Time

Site Associate Director – BPO – Content Moderation On-site Mason, OH

Whether it’s planning a project or successfully executing a mission impossible, you’ve got it figured out. You’re the type of person everyone needs on their team; you know whose strengths to use and how to keep everyone motivated. If you’re looking for your next challenge and opportunity to grow your career, join our operations team on an exciting campaign in our Mason, OH, location. Supporting and leading a team of Content Moderators for international social media leader.

This opportunity is ideal for a highly responsible individual with exceptional organizational and people leadership skills. We want a multi-tasker with the ability to juggle priorities without losing focus. Apart from identifying issues before they become problems, you’ll also need to be a confident decision-maker and solution-finder. Highly influential with the ability to foster and create a positive culture that demonstrates our Cultural Pillars and Values. At the same time, a critical eye for detail and a strategic way of thinking will get you far in this role.

If you’re ready to lead by example, have a knack for communicating, and have a proven track record of success, this opportunity is yours to grab, so apply today!

What we require from you

• Providing robust and visible leadership to help deliver a positive, open culture where high-quality colleagues can offer their full potential.
• Manage and develop the performance, talent, and future capability of all direct s and the wider team.
• Ensure the contact center has appropriate levels of multi-skilled resources at all times, coordinating with workforce and training teams to deliver proper staffing through timely recruitment and effective training.
• Delivering daily, weekly, monthly, and annual objectives, ensuring progress and action plans for improvement with our client’s strategy and risk appetite.
• Led and supported the delivery of the company’s Operating Model across all functions and teams on-site. Help develop leaders at all levels and front-line employees to deliver best-in-class service and production across all teams with coaching & feedback for team managers. Team Leads and Gamechangers front line staff.
• Be present and have schedule flexibility, focusing on nights and weekends as most of the staff is scheduled during those hours.
• Creating and supporting good governance cadences and ensuring the hygiene of the processes is maintained.
• Good ing skills are required.
• Accountable for delivering operational processes aligned with conduct/regulatory risk standards and within Operations risk thresholds identifying and escalating risks proactively.
• Operate and manage operations within a sensitive risk and control framework, monitoring key risks, escalated issues and identifying common trends to the business to effectively adopt and execute new products, high-frequency changes, training, and new products, changes, training, and initiatives impacting the delivered outcomes.
• Build strong relationships with key internal and external stakeholders to achieve business objectives.
• Conflict Management and resolution.
• Engage with and drive employee wellness & employee engagement, preparing & executing an action plan for root cause analysis leveraging wellness resources and partner teams.
• Conducting performance reviews of the team & annual appraisals
• Process improvement & Initiatives

What you’ll need

• An Associate’s or Bachelor’s degree preferred
• Required Five to Eight years of Call center, Content Moderation, BPO, or related high-quality and high-productivity environment experience.
• Three to Five years of experience managing and building relationships across teams and proven successful in building positive cultures that balance productivity and accountability with high engagement and employee satisfaction.
• Experience in contact center management.
• Project management skills in complex multi-functional projects, strong influencing, negotiating, and networking skills.
• Excellent management and interpersonal skills.
• Excellent new leadership development and mentoring skills.
• Schedule flexibility to support the 24/7/365 operating model.
• Strongly understand analytical and conceptual customer needs and motivations and translate this into directional recommendations for business strategy. Prior content moderation experience will be preferred.

Each Webhelper brings a different energy, passion, and unique skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients. Take this opportunity to join our collaborative team of game-changers today. #wearewebhelp

EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.

Job Type: Full-time

Pay: $105,000.00 – $115,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Compensation package:

• Performance bonus
• Yearly pay

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Overnight shift
• Weekend availability

Ability to commute/relocate:

• Brookville, IN: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How many years of BPO experience do you have?

Experience:

• Management: 5 years (Required)

Work Location: On the road