Team Lead For Non Voice Process ( Content Moderation )

Job title: Team L ead_ Content Moderation

Working Location: Kolkata, India.

Job Description:

Our International company is seeking TL for Content Moderation in India. Ideal candidates can adapt and are well-known for fast-moving and last-moment change.

Key Responsibilitie

• Manage, inspire, and mentor a group of content moderators along with TLs.

• Hold regular team meetings, evaluate performance, and offer helpful criticism.

• Manage escalations and challenging situations while advising and supporting moderators.

• Make sure that all content moderation tasks are completed smoothly and effectively.

• Keep up with platform rules and regulations and make sure the team follows them.

• Keep an eye on the correctness and quality of the content, pointing out any shortcomings.

• Implement quality assurance procedures to uphold strict criteria for moderation.

• To ensure consistency and correctness, conduct audits and evaluations of the moderator's actions.

• Conduct briefings & process updates to the team to improve their abilities.

• Work together to update and improve the content rules and policies with the content policy team.

• Inform the moderation of any modifications to the policy.

• Manage client escalations and reverts to the client mails immediately.

• Should make himself approachable for moderators.

• Report any issue, challenges directly to the reporting manager immediately.

• Will be responsible for checking the roster adherence of moderators and managing shrinkages of the floor.

• Leading team meetings, asking questions to Teamleaders, moderators to better understand the representatives are receiving, educating and coaching workers regarding processes and practices, and explain expectations to moderators.

• Assisting the team members in identifying trend analysis and establishing call center goals.

• Ensure the team members are achieving daily productivity and desired service levels as per the KPIs and incase of any deviation correct action plan to be shared.

• Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated based on the volume trend analysis and maximize the call center efficiency.

• Attention to details, decisiveness & soft spokenness.

• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Qualification

• Excellent verbal and written communication skills in English and Bengali, with the ability to express ideas clearly and concisely.

• A track record in content moderation or a related industry.

• Strong team management and leadership abilities.

• Excellent interpersonal and communication abilities.

• Proficiency with software and tools for moderating.

• Problem-solving and analytical thinking skills.

• Understanding of the rules and regulations for internet platforms.

• Ability to manage delicate material and perform under pressure.

• Knowledge of the moral and legal issues involved in content moderation.

Please note candidate has to be open with rotational shift with 2 rotational week off