Job
Description
Job description What Are We Looking For Resilience: Strong emotional resilience, coping, and stress-management skills to effectively navigate the challenges of content moderation, including exposure to sensitive or potentially harmful content. Ability to perform duties impartially, with a focus on adhering to client policies and guidelines, and without personal bias. Content Policies and Online Safety Expertise: Strong understanding of content policies, community guidelines, and online safety practices to ensure compliance with platform standards and safety regulations. Leadership and Management Skills: Exceptional leadership qualities to guide and motivate a team of content moderators. Ability to delegate tasks effectively, manage workloads, and optimize team efficiency. Strong decision-making skills to resolve conflicts, make tough choices, and maintain team focus. Excellent time management and organizational skills to prioritize tasks, meet deadlines, and ensure goals are achieved. Communication Skills: Excellent verbal and written communication skills to convey information clearly, concisely, and effectively to team members and stakeholders. Strong active listening skills to understand team members concerns and provide constructive feedback. Problem-solving and Critical Thinking: Strong analytical skills to identify issues, assess situations, and implement practical solutions. Ability to think critically and make informed decisions quickly, especially under pressure. Performance Management: Skilled in setting performance goals and monitoring team members progress. Ability to provide constructive feedback, implement corrective actions, and maintain high performance across the team. Technical / Domain Proficiency: Strong understanding of relevant business processes and industry-specific tools used in content moderation. Proficiency in utilizing software and systems necessary for effective team operations. Ability to analyze data and generate meaningful insights to improve performance and optimize team processes. Conflict Resolution: Ability to manage conflicts within the team and mediate disputes professionally. Skilled in maintaining team harmony and professionalism, especially in high-stress or challenging situations. Adaptability and Flexibility: Openness to change and the ability to adapt to evolving business requirements and challenges. Flexibility to adjust plans and strategies when unexpected issues arise. Client and Stakeholder Management: Strong interpersonal skills to interact with clients, stakeholders, and team members effectively. Ability to understand client expectations and manage relationships to ensure satisfaction. Attention to Detail: Thoroughness in reviewing work for accuracy, quality, and adherence to policies. Ability to identify process gaps and areas for improvement to drive operational efficiency. Ethical and Professional Conduct: Commitment to upholding ethical standards and professionalism in all interactions. Adherence to confidentiality and data security protocols to protect sensitive information. Roles and Responsibilities: Conducting Huddles: Lead daily Pre-Shift and Post-Shift meetings to discuss team performance, process updates, and organizational initiatives, ensuring everyone is aligned and informed. Task Management Guidance: Provide daily guidance and support to team members on how to efficiently manage their day-to-day tasks, ensuring productivity and quality standards are consistently met. SLA and KPI Achievement: Lead the team to consistently meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)/Critical Performance Indicators (CPIs) set by the process and client, ensuring high standards are achieved. Performance Reviews: Conduct regular performance reviews (monthly, quarterly, and yearly) for the team. Implement Corrective Action Plans (CAPs) or Performance Improvement Plans (PIPs) as necessary to address performance gaps. Training and Quality Coordination: Collaborate with the training team to identify Training Needs (TNI) and Assessments (TNA), and develop training plans to upskill the team. Work with Quality Analysts to identify areas of improvement and process gaps, ensuring corrective actions are promptly taken. SOPs and Documentation: Create and manage Standard Operating Procedures (SOPs) and process documentation for all client deliverables, ensuring clarity and accuracy. Participate in knowledge dissemination to keep the team updated on process changes and improvements. Individual Connects: Hold regular one-on-one meetings with team members to discuss their performance, career aspirations, concerns, and provide coaching and personalized support to help them grow. Performance Reporting: Provide insights and data for Weekly Business Review (WBR) and Monthly Business Review (MBR) presentations. Publish daily, weekly, and monthly performance reports to track progress and identify trends. Leave Management: Implement a structured approach to managing team shrinkage through an effective Leave Management system, ensuring adequate team coverage at all times. Attendance Tracking: Accurately track team attendance for billing purposes, ensuring compliance with client requirements. Time Sheet Validation: Validate team time sheets bi-weekly with 100% accuracy to ensure proper tracking of work hours for billing and payroll purposes. Security and Data Protection: Ensure adherence to all security and client data protection measures, guiding the team in following the required protocols and safeguarding client data.
