Team Leader-Operations

2 weeks ago

Gurgaon, Haryana, India IGT Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role Summary We are looking for an enthusiastic Team Leader for Content Moderation Process at IGT Solutions. In this role, you will be responsible for leading a team overseeing performance management, and ensuring high-quality standards are met for services. The ideal candidate will have a background in team management,, and a passion for maintaining safety and quality across digital platforms. You will drive team performance, handle escalations, and identify opportunities for process improvements.

What You Would Be Doing?

  • Team Leadership & Management: Leading and managed a team of 15-20 to ensure optimal performance in line with quality and productivity metrics.
  • Performance Monitoring & Coaching: Reviewing and monitoring team performance regularly, focusing on KPIs such as quality, productivity, shrinkage, and attrition. Providing ongoing coaching and feedback to team members to enhance performance.
  • Escalation Handling: Providing floor support and handling escalations to ensure swift resolution of complex.
  • Process Improvement: Identifying process gaps and recommending improvements that can help increase team performance and client satisfaction.
  • Training & Development: Coaching new team members and continuously working to enhance the skills of existing team members.
  • Client & Stakeholder Interaction: Collaborating with clients to understand expectations and ensure standards are met, fostering strong relationships with both internal and external stakeholders.
  • Target Management: Ensuring team meets set targets for KPIs such as AHT (Average Handling Time)
  • Reporting & Documentation: Maintaining detailed records of team performance, issues, and resolutions to report back to senior management and clients.

Qualifications

  • Education: Graduate in any discipline.
  • Experience: At least 2+ years of experience in content moderation, with at least 1 year of experience managing teams.
  • Skills:
  • Strong leadership and supervisory abilities.
  • Excellent written and verbal communication skills in English.
  • Strong problem-solving and analytical skills.
  • Ability to handle escalations and complex content issues.
  • Proficiency in MS Office, particularly Excel.
  • Familiarity with content moderation guidelines and best practices in the industry.

What's Expected

  • Proven ability to manage and lead a high-performing team in a fast-paced environment.
  • Expertise in analyzing team performance, identifying areas for improvement, and implementing effective solutions.
  • Strong communication and relationship-building skills with clients and internal stakeholders.
  • Ability to work effectively in a 24x7 work environment and manage stretch targets.
  • 5 Days Working
  • Content Moderation Experience Mandate

What Are You Signing Up For?

  • Competitive salary
  • Health and wellness programs
  • Career advancement opportunities
  • Comprehensive career development programs
  • Promising career progression within a global company
  • A dynamic, world-class work culture that values innovation and teamwork

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