Team Lead For Non Voice Process

2 days ago

Kolkata, West Bengal, India Gear Full time ₹ 4,00,000 - ₹ 6,00,000 per year


Job title: Team L ead_ Content Moderation

Working Location: Kolkata, India.

Job Description:

Our International company is seeking TL for Content Moderation in India. Ideal candidates can adapt and are well-known for fast-moving and last-moment change.

Key Responsibilitie

Manage, inspire, and mentor a group of content moderators along with TLs.

Hold regular team meetings, evaluate performance, and offer helpful criticism.

Manage escalations and challenging situations while advising and supporting moderators.

Make sure that all content moderation tasks are completed smoothly and effectively.

Keep up with platform rules and regulations and make sure the team follows them.

Keep an eye on the correctness and quality of the content, pointing out any shortcomings.

Implement quality assurance procedures to uphold strict criteria for moderation.

To ensure consistency and correctness, conduct audits and evaluations of the moderator's actions.

Conduct briefings & process updates to the team to improve their abilities.

Work together to update and improve the content rules and policies with the content policy team.

Inform the moderation of any modifications to the policy.

Manage client escalations and reverts to the client mails immediately.

Should make himself approachable for moderators.

Report any issue, challenges directly to the reporting manager immediately.

Will be responsible for checking the roster adherence of moderators and managing shrinkages of the floor.

Leading team meetings, asking questions to Teamleaders, moderators to better understand the representatives are receiving, educating and coaching workers regarding processes and practices, and explain expectations to moderators.

Assisting the team members in identifying trend analysis and establishing call center goals.

Ensure the team members are achieving daily productivity and desired service levels as per the KPIs and incase of any deviation correct action plan to be shared.

Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated based on the volume trend analysis and maximize the call center efficiency.

Attention to details, decisiveness & soft spokenness.

Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Qualification

Excellent verbal and written communication skills in English and Bengali, with the ability to express ideas clearly and concisely.

A track record in content moderation or a related industry.

Strong team management and leadership abilities.

Excellent interpersonal and communication abilities.

Proficiency with software and tools for moderating.

Problem-solving and analytical thinking skills.

Understanding of the rules and regulations for internet platforms.

Ability to manage delicate material and perform under pressure.

Knowledge of the moral and legal issues involved in content moderation.

Please note candidate has to be open with rotational shift with 2 rotational week off


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