Service Delivery Operations Team Lead

Skill required: User-Generated Content Moderation - Content management
Designation: Service Delivery Operations Team Lead
Qualifications:Any Graduation/Master of Business Administration
Years of Experience:7 to 11 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do? You will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual may be exposed to flashing lights or contrasting light and dark patterns. • Ensure effective knowledge sharing and sign off/approval processes are in place for both Training and Policy between Vendor and Client team • Attend all Policy related calls/meetings with the client • Ensure 100% adherence of the Policy update and dissemination process. • Track and measure the effectiveness of the Policy updates • Work with Training and Quality function very closely to understand Policy understanding gaps, challenges etc. • Maintain documentation on all updates and come up with gamification techniques to improve policy knowledge of the agents Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, content moderators need strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.
What are we looking for? • Graduate in any field • At least 5 years of relevant supervisory experience • High level of energy, drive, enthusiasm, initiative and commitment • Excellent communication, consulting, influencing and interpersonal skills. • Proven track record of collaborating with cross-functional groups to produce results • Passion for ensuring a world class support experience for our community • Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams • Management reporting experience • Managing measured productivity of team • Strong leadership skills • Ability to learn quickly through self-study, classroom, and hands-on experience • Strong analytical skills • Ability to perform special projects as needed in addition to daily responsibilities • Strong organizational skills • Flexibility to work in different shifts and overtime; or swing shifts as needed. • Ability to organize staff and supervise workload for maximum efficiency • SME for Policies for the Site • Policy updates and dissemination governance to the floor • Provide thought leadership to training and policy teams re process/curriculum and content improvement opportunities. • Quality Targets with respect to Policy impacts • Develop and maintain good working relationship with client counterparts • Coordinating and managing assigned capability roles • Review, classify and/or remove content according to client guidelines, using specific tools and channels • Understand and remain updated on changing client policies and guidelines • Investigate, resolve, and relay complex content issues to the broader Trust and Safety team
Roles and Responsibilities: • Ensure effective knowledge sharing and sign off/approval processes are in place for both Training and Policy between Vendor and Client team • Attend all Policy related calls/meetings with the client • Ensure 100% adherence of the Policy update and dissemination process. • Track and measure the effectiveness of the Policy updates • Work with Training and Quality function very closely to understand Policy understanding gaps, challenges etc. • Maintain documentation on all updates and come up with gamification techniques to improve policy knowledge of the agents • Track and measure the impact of policy updates on the overall quality and production metrics • Makes independent decisions, which have major day-to-day impact in area of responsibility, and may influence direction of other areas. • Responsible for medium-term planning, objective setting, and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals. • Identifies, assesses and resolves complex business problems/issues and provides alternative scenarios. • Accountable for developing and managing key internal/external client relationships across sphere of influence, including situations in which no relationship previously existed. • Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones. • Allocates resources and responsibilities across team to deliver business results and develop team members. • Manages and ensures consistent application of human resource processes including career development, salary review, resources and performance management within area of responsibility. • Evaluates direct reports and provides formal counseling and mentoring to staff. • Strong coping, emotional resilience, and stress-management skills • Excellent comprehension, communication skills • Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies • Strong attention to detail • Comfort synthesizing and analyzing information from multiple streams • Strong critical thinking and decision-making skills