Team Lead (Content Moderation) - L1

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. Role-Team Lead(Content Moderation) Location- Hyderabad Shift24*7(Night) Experience Overall 24-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 teams 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. 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 clients end 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 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 Mandatory Skills: Payment and Fraud( Trust & Safety).Experience1-3 Years.