What You Would Be Doing?

<ul>
<li style="margin-left:0px;">Team Leadership &amp; Management: Leading and managed a team of 1520 content moderators to ensure optimal performance in line with quality and productivity metrics.</li>
</ul>

<ul>
<li style="margin-left:0px;">Performance Monitoring &amp; Coaching: Reviewing and monitoring team performance regularly, focusing on KPIs such as quality, productivity, shrinkage, and attrition. Providing ongoing coaching and feedback to team members to enhance performance.</li>
</ul>

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<li style="margin-left:0px;">Escalation Handling: Providing floor support and handling escalations to ensure swift resolution of complex content moderation issues.</li>
</ul>

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<li style="margin-left:0px;">Process Improvement: Identifying process gaps and recommending improvements that can help increase team performance and client satisfaction.</li>
</ul>

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<li style="margin-left:0px;">Training &amp; Development: Coaching new team members and continuously working to enhance the skills of existing team members.</li>
</ul>

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<li style="margin-left:0px;">Client &amp; Stakeholder Interaction: Collaborating with clients to understand expectations and ensure content moderation standards are met, fostering strong relationships with both internal and external stakeholders.</li>
</ul>

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<li style="margin-left:0px;">Target Management: Ensuring team meets set targets for KPIs such as AHT (Average Handling Time) and achieving content moderation goals.</li>
</ul>

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<li style="margin-left:0px;">Reporting &amp; Documentation: Maintaining detailed records of team performance, issues, and resolutions to report back to senior management and clients.</li>
</ul>

<ul>
<li style="margin-left:0px;">Content Moderation Expertise: Applying knowledge of Trust and Safety protocols to ensure content is reviewed in line with community standards and compliance guidelines.</li>
</ul>

Qualifications

<ul>
<li style="margin-left:0px;">Education: Graduate in any discipline.</li>
</ul>

<ul>
<li style="margin-left:0px;">Experience: At least 2+ years of experience in content moderation, with at least 1 year of experience managing teams.</li>
</ul>

Skills:

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<li style="margin-left:0px;">Strong leadership and supervisory abilities.</li>
</ul>

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<li style="margin-left:0px;">Excellent written and verbal communication skills in English.</li>
</ul>

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<li style="margin-left:0px;">Strong problem-solving and analytical skills.</li>
</ul>

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<li style="margin-left:0px;">Ability to handle escalations and complex content issues.</li>
</ul>

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<li style="margin-left:0px;">Proficiency in MS Office, particularly Excel.</li>
</ul>

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<li style="margin-left:0px;">Familiarity with content moderation guidelines and best practices in the industry.</li>
</ul>

Whats Expected

<ul>
<li style="margin-left:0px;">Proven ability to manage and lead a high-performing team in a fast-paced environment.</li>
</ul>

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<li style="margin-left:0px;">Expertise in analyzing team performance, identifying areas for improvement, and implementing effective solutions.</li>
</ul>

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<li style="margin-left:0px;">Strong communication and relationship-building skills with clients and internal stakeholders.</li>
</ul>

<ul>
<li style="margin-left:0px;">Ability to work effectively in a 24x7 work environment and manage stretch targets.</li>
</ul>

Team Leader Operations in Gurugram (UID-7708)

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Skills Required for Team Leader Operations

Job Description for Team Leader Operations

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