*For Pooling Purposes*
Role Summary:
Lead a team of analysts managing email operations, spam/abuse mitigation, and Trust & Safety workflows, ensuring operational excellence in a 24x7 environment.
Key Responsibilities:
- Oversee daily operations, ensuring SLA, productivity, and quality targets are consistently met.
- Supervise, coach, and develop a team of agents; manage rostering and shift planning.
- Monitor trends in spam, phishing, spoofing, and abuse; drive proactive mitigation strategies.
- Conduct incident reviews, root cause analysis (RCA), and implement corrective/preventive actions.
- Leverage Splunk to build dashboards, track KPIs, and generate actionable insights
- Ensure adherence to email authentication standards (SPF, DKIM, DMARC) and security protocols.
- Collaborate with cross-functional teams and multi-vendor partners for seamless operations.
- Drive continuous improvement initiatives, process optimization, and automation opportunities.