Group Lead(Content Moderation)

We are looking for an experienced Team Leader / Group Leader to manage and lead high-performing teams in a fast-paced operations environment. The ideal candidate should have strong people management skills, excellent communication abilities, and a solid understanding of operational metrics.

Key Responsibilities

• Manage and mentor a team to achieve business and operational goals.
• Drive performance through regular coaching, feedback, and development plans.
• Monitor and improve key metrics such as Accuracy, AHT, Service Level, Attrition, and Shrinkage.
• Ensure adherence to quality and productivity standards.
• Prepare performance reports and present insights to stakeholders.
• Handle employee engagement and team-building initiatives.
• Drive process improvement initiatives and operational excellence.

Requirements

• 5+ years of experience in a Team Leader / People Management role.
• Excellent verbal and written communication skills.
• Strong knowledge of operational metrics: Accuracy, AHT, SL, Attrition, and Shrinkage.
• Experience in stakeholder management and team development.
• Lean/Six Sigma certification is an added advantage.
• Content Moderation leadership experience is preferred.