Team Lead content Moderator

Gratitude Inc

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1 month ago

Team Lead content Moderator

1-5 Year(s)

Kuala Lumpur

Job Description

Key Skills

Content Moderator Team Leader Team leader BPO

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• Managing a team of 20 to 25 FTE’s

• To understand the complete process and its SLA.

• Ability to understand the CTQ parameters that affect the process and work on them.

• Ability to gauge the caliber of agents and train them accordingly

• Ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency.

• Ensure that the internal/external targets are meet 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

• Work as a Single point of contact for all non-ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues

• Timely closure of all processes and other requirements for self and Team.

• To lead a team’s available resources in order to deliver a quality service to customers in line with agreed service standards

• 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

• Good excel and presentation Skills

• Maintain self-knowledge of product by self-productivity, audit team work on quality parameters

Generic & Behavioral Skills –

• Excellent verbal and written communication skills.

• Should be willing to work in shifts along with the team in customer business time.

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

• Practice and focused on Metrics.

• Good Excel skills and Reporting knowledge

• Should be able to drive Continuous Improvement in process.

• Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 months

• Awareness on SLA/SLO Metrics and should be flexible for 24*7 shifts.

Role

Content Moderator

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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