Trust & Safety Assistant Manager

Teleperformance•Port Saint Lucie, FL

About The Position

About TP TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways. With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. Benefits of working with TP include: Paid Training Competitive Wages Full Benefits (Medical, Dental, Vision, 401k and more) Paid Time Off Employee wellness and engagement programs TP and You Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen. Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

Requirements

Higher, secondary specialized education, Bachelor's degree is preferred
3+years leading trust & safety Highly Sensitive, sensitive operations workflow in an in-house or Outsourced environment for Hi-Tech / Social media companies
5+ years of experience in Operations in a client or service delivery environment
Strong leadership skills and experience
Technology and Social media savvy
Experience in owning and managing financials: budgets, Gross Margins, EBIT and P&L
Experience in preparing and leading QBRs/MBRs with client partners
Experience in drafting and reviewing SOWs
Proven ability to work as a team member, as well as independently
Strong logical thinking ability, self-learning ability and creative mind
Experience managing multiple projects
Strong prioritization skills to efficiently resolve competing priorities
Demonstrated experience in Risk Management
Cognitive Ability -Adaptable to learn new processes, concepts, and skills
Demonstrates the ability to work as part of a team adding positive attitude and business focus.
Products experience: including Microsoft Office products, Gmail, Calendar, Drive, Docs, etc.

Nice To Haves

Process Excellence
Collaboration
Communication
Emotional Intelligence
Open-Mindedness
Critical Thinking
Solution Orientation
Entrepreneurship
AI Proficiency
Data Literacy

Responsibilities

Manage the overall operations & projects within the client Trust & Safety team
Supervise a group of team leads in driving team performance and manage KPIs.
Handle day to day operations with focus on analytics, coaching, recognition, and performance management.
Conduct governance meetings including daily, weekly, monthly and quarterly meetings and submit associated reports in advance.
Interact regularly with the clients to share updates, lead operational and project/ program level reviews.
Collaborate with other process owners, training and quality managers to share best practices and drive higher results and efficiency.
Create and maintain trustworthy relationships with client POCs
Be up to date with industry trends and latest innovations in the operations / outsourcing landscape
Review & drive innovation and continuous improvement within all managed projects
Being responsiblefor the project’s financials by generating the targeted revenue and profits
Ensuring exceptional operational performance by overachieving contractual and non-contractual targets and KPIs
Work together will all support departments/areas to remove anyroadblocks to Operations success and maximize project’s results
Data driven mindset to be able to make data driven decisions
Ensure exceptional scores on KSAT (Client Satisfaction) and ESAT (Employees Satisfaction)
Promote operational efficiency by providing regular feedback metrics to the localteam .