Content Moderation

20 hours ago

Bengaluru, India 2COMs Full time

**ROLE***:Team Leader( Content Moderation)**

**YEARS OF EXPERIENCE***:4 to 5 years min**

**Process : Non Voice - International**

**NP : Immediate Joiners**

**Shift : 24x7 (Rotational) - 5 days working**

*** Good Communication**

*** TL on papers (Min 1 yr)**

*** Team handling exp**

**Role and Key Responsibilities**:

- Manage a team of 20 to 25 FTE's
- To understand the complete process and its SLA.
- Gauge the caliber of agents and train them accordingly
- Ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency.
- Ensure that the internal/external targets are met and the team shows continual improvement month on month.
- The role holder will be accountable for self-performances of the team he is aligned to.
- Communicate effectively with the client to resolve issues and disseminate updates on the floor.
- Client, Customer & People Management
- Effective performance planning for self and team and time management and skill to self-organize.
- Achieve stretch targets and take decisions as well as manage complex/ difficult employee situations
- Handle escalations for the team
- Work as a Single point of contact for all non-ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues
- Timely closure of all processes and other requirements for self and Team.
- To lead a team's available resources in order to deliver a quality service to customers in line with agreed service standards
- Quality and Process Improvement Initiatives
- Ensure feedback for the process/Continuous Process improvement.
- Team's Career Planning/manage team performance & expectation
- Evaluation of operational practices and procedures.
- Participate in client call, calibration calls
- Should meet self productivity target month on month

**Key skills & knowledge**:Essential Skills,**
- Content moderation experience is must
- Excellent verbal and written communication skills
- Good excel and presentation Skills
- Should be willing to work in shifts, Sat/Sun (24/7) along with split weekly off
- Overall, should be a good team player with willingness to learn and drive to achieve.
- Should be able to drive Continuous Improvement in process.

Awareness on SLA Metrics.

**Educational Qualification** : Any Graduate

**Requirements**:

- Team mgmt exp in operations - Content Moderation

**Benefits**:

- As per co. norms

**Job Information**:
Work Experience

**3-8 yrs**
***

City

**Bangalore**
***

State/Province

**Karnataka**
***

Country

**India**
***

Industry

**BPO**
***

Zip/Postal Code

**591306

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