Group Lead (Content Moderation)

• Atleast 18 months of experience as FLM or TL
• Excellent Communication Skills (Verbal & Written)
• Strong interpersonal & influence management skills and decision-making skills
• Ability to work & communicate with people across organizational units and locations. Strong Team building skills
• Ability to think strategically & translate strategy into measurable action plans
• Strong analytical skills with an ability to solve a problem with a win-win negotiation approach.
• Ability to lead people on large, multi-functional efforts. Motivating associates through effective management and constructive feedback.
• Should have excellent knowledge of Customer Service, Taking Ownership, Service Recovery, Performance Management, Employee Coaching and Mentoring.
• Leading by Example and ability to handle stressful situations.
• Is able to make judgment calls on risk rating, is able to interpret and apply policy.
• Ensure quality sampling targets (ISO) are met, systems and measures are robust. Collaborate with internal and external stakeholders to deliver to the business strategic plans in relation to quality improvement.
• Act as the point person for escalations/queries around the remediation work Manage stakeholder expectations.

Skills Required:

• Responsible for managing the performance for the team of Production Specialist
• Responsible for responding back to the client and internal stakeholders in an efficient and professional manner.
• Handles and resolves customer complaints- identify and escalate priority issues.
• Build a strong personal customer rapport and establish engagement to drive positive customer experience
• Ensures compliance with all company and departmental policies, procedures, and guidelines
• Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization
• Data Analysis - Analyzing data short-term long-term trends, report generation, graphical representation, business analytics report, management reports.
• Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attrition
• Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement.