Team Leader - Operations || Content Moderation Experience

Role Summary
We are looking for an enthusiastic Team Leader for Content Moderation at IGT Solutions. In this role, you will be responsible for leading a team of content moderators, overseeing performance management, and ensuring high-quality standards are met for content moderation services. The ideal candidate will have a background in team management, content moderation, 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 managing a team of 1520 content moderators 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 content moderation issues.
• 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 content moderation 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) and achieving content moderation goals.
• Reporting & Documentation: Maintaining detailed records of team performance, issues, and resolutions to report back to senior management and clients.
• Content Moderation Expertise: Applying knowledge of Trust and Safety protocols to ensure content is reviewed in line with community standards and compliance guidelines.

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.

Whats 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.

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

If you are passionate about content moderation, team management, and driving performance in a rapidly evolving environment, we would love to hear from you.

To Apply:
Please share your resume with Sameer Gandhi at sonam.singh1@igtsolutions.com or