Team Leader –Content Moderatio

Roles and Responsibilities :

• Lead a team of content moderators to ensure efficient processing of international non-voice processes.
• Develop and implement effective training programs to improve team performance and productivity.
• Collaborate with other teams to resolve complex issues related to content moderation and quality assurance.
• Analyze data to identify trends, track progress, and make recommendations for process improvements.

Job Requirements :

Team Management: a. Foster an inspiring team environment with a culture of open communication b. Listen to team members' feedback and resolve any issues or conflicts c. Encourage creativity and an ownership mindset d. Propose and organize team-building activities e. Create a career/growth trajectory for high performers 2. Performance Management: a. Oversee the team's overall performance and ensure timely and effective completion of assigned tasks b. Resolve queries in exceptional situations and escalate issues through proper channels when necessary c. Provide the team with a clear vision of process objectives and motivate them to not only meet but exceed customer expectations by leading through examples d. Coordinate periodic meetings with other Team Leaders, Trainers, and Managers to discuss process impediments, resource needs, or task-related issues/delays e. Monitor and report on performance metrics f. Identify training needs and provide coaching g. Recognize high performance and reward accomplishments 3. Data Management: a. Compile and publish performance reports on set frequencies (Daily/Weekly/Monthly, etc.) b. Keep Managers/Leaders informed of task accomplishments, issues, and status c. Ensure data accuracy for salary processing, including monthly ratings, incentives, shift allowance, attendance, etc d. Ensure data accuracy for billing processing, including hours, production, quality, etc 4. Client Management: a. Conduct trend analysis b. Flag cases that need immediate client intervention c. Prepare root cause analysis for errors and create a corrective and preventive action plan d. Acts as a bridge between team members and clients i.e. internal and external clients