Service Delivery Operations Team Lead

 About The Role  

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

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 teamAttend 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 updatesWork 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 agentsContent 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 Accentures 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 fieldAt least 5 years of relevant supervisory experience High level of energy, drive, enthusiasm, initiative and commitmentExcellent communication, consulting, influencing and interpersonal skills.Proven track record of collaborating with cross-functional groups to produce resultsPassion for ensuring a world class support experience for our communityDemonstrated ability to perform well in a rapidly changing environment and across multiple sites/teamsManagement reporting experienceManaging measured productivity of teamStrong leadership skillsAbility to learn quickly through self-study, classroom, and hands-on experienceStrong analytical skillsAbility to perform special projects as needed in addition to daily responsibilitiesStrong organizational skillsFlexibility to work in different shifts and overtime; or swing shifts as needed.Ability to organize staff and supervise workload for maximum efficiencySME for Policies for the SitePolicy 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 counterpartsCoordinating and managing assigned capability roles Review, classify and/or remove content according to client guidelines, using specific tools and channelsUnderstand and remain updated on changing client policies and guidelinesInvestigate, 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 teamAttend 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 updatesWork 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 agentsTrack and measure the impact of policy updates on the overall quality and production metricsMakes 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 skillsExcellent comprehension, communication skillsAbility to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policiesStrong attention to detailComfort synthesizing and analyzing information from multiple streamsStrong critical thinking and decision-making skills
 Qualification 
Any Graduation,Master of Business Administration