Content Moderation _ Team Lead

Experience 3+ years (as a Team leader in relevant industry)

Location: Hyderabad-Madhapur

Role and Key Responsibilities:

•       Managing a team of 20 to 25 FTE's

•       To understand the process and SLA

•       Ability to gauge the caliber of agents and identify training needs

•       Ensure complete participation and contribution in organization/process level initiatives

(Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency

Prerequisites are excellent communication and experience in dealing with intellectual property

laws/guidelines.

•       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

•       Ability to achieve stretch targets and take decisions as well as manage complex/ difficult

employee situations

•       Handle escalations for the team

•       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:

•       Content moderation experience is mandatory

•       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. We work 6

days a week.

•       Overall, should be a good team player with willingness to learn and drive to achieve

•       Should be able to drive Continuous Improvement in process

Educational Qualification : Any Graduate