Job Description

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. 
 

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Role-Team Lead(Content Moderation)

Location- Hyderabad

Shift: 24*7(Night)

Experience: Overall 2–4-year exp with 6 months to 1 year of exp as team lead handling content moderation team.

• Previous team management experience.

Roles & Responsibilities:

• Ability to identify and grow talent, lead, motivate and coach direct reports.

• Ability to explain what's driving their teams' performance in a concise and data driven way

• Proven ability to proactively identify training needs and support development of programs

• High level of integrity as demonstrated personally and professionally 

• Proven ability and passion to coach in one-on-one and also in a team setting with a clear data driven approach and tangible output for agents to improve.  

• Excellent organizational skills and detail-oriented approach to problem solving 

• Demonstrated proficiency in multi-tasking and prioritization 

 • Familiarity with project management and efficient conflict management

• Moderate understanding of business process improvement methods

Skills Required:

• Identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team’s performance to continuous KPI achievement 

• Managing day-to-day operations – ensure consistent quality and productivity across channels.

• Ensure consistent performance according to the relevant service level metrics. 

•  Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization. 

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• Drive performance of the team on the identified metrices of the process 

  • Review last 6-8 weeks performance data (RAG) and identify low performers
  • Provide feedback and coach the outliers/ low performers to improve their performance metrices
  • Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
  • Handhold the employees on performance on process and monitor for improvements
  • Identify training needs for new joiners especially and track their daily progress
  • Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end

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• Stakeholder Interaction & Management 

  • Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
  • Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
  • Participate in monthly review meetings with Account Delivery leadership  updating them on the status and progress of the account
  • Work with quality team to ensure the quality improvements as per the delivery standards of the contract
  • Provide timely assistance in case of an escalation and support resolution of escalations/ issues 

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• Effective Team Management

• Resourcing

  • Hire adequate and right resources for the team 
• Talent Management
  • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  • Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition 
  • Drive diversity in leadership positions

• Performance Management

  • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
  • Ensure that the Performance Nxt is followed for the entire team

• Employee Satisfaction and Engagement

  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team