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Title:  Group Lead (Content Moderation)

Requisition ID:  25617
City:  Hyderabad
Country/Region:  IN

Roles & Responsibilities:

>>At least 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.

Shift-Night

Location-Hyderabad.

Skills Required:

 

>> Responsible for managing the performance for the team of Production Specialist

>> 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.          

 

͏Group Leader (Content Moderation)

Opening for Group Lead (Content moderation) profile.

**Please note: NO Walk-in Interview**

Education: Graduation (should have all the Degree certificates and Mark sheets) mandatory.

Location: Hyderabad.

Shift:  24/7 flexible for rotational shifts.

(5 Days working & 2 day rotational off).

Exp: Candidate should have minimum18 to 24 months of experience as FLM or TL or Assistant Manager (Content moderation Experience mandatory).

Roles & Responsibilities:

  • 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.

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