About the job Moderation Team Leader (Thai Local & Lao Language)
We are seeking an experienced and motivated individual to join our team as a Moderation Team Leader. In this role, you will be responsible for leading a team of moderators and ensuring the smooth and efficient operation of our moderation processes. You will also play a key role in setting and achieving team goals, monitoring performance metrics, and fostering a positive work environment. Your main responsibilities are:
Set team goals and KPIs at the start of each month, including attendance, attrition, SLA, AHT and quality metrics;
Oversee day-to-day team operations and monitor team performance against established goals.
Conduct regular performance evaluations on a weekly and monthly basis, providing constructive feedback and recognition to team members;
Communicate with the team regularly regarding their performance, providing guidance and support as needed;
Coach moderators on a timely basis to improve their performance and address any areas of improvement;
Solicit feedback from moderators and proactively resolve any issues or concerns they may have;
Collaborate with the Quality Assurance and Training teams to identify training needs and implement strategies to improve performance;
Plan and organize team building activities to foster a positive and cohesive team culture;
Coordinate with the Operations Manager to address any issues or expected challenges, providing timely updates and reports.
Minimum of 1 year of experience as a Team Leader in a BPO or Captive Site environment;
Proven experience in coaching and developing team members;
Language Competence: Advanced proficiency in Thai and Lao languages, with basic communication skills in English;
Previous experience as a Content Moderator is highly preferred;
Proficient skills in MS Office and Google Drive;
Flexibility and willingness to work on rotating shifts, including weekends and public holidays;
Leadership skills and a good team player;
An immediate starter is highly a plus.
Attractive salary and benefits, international, fun and professional working environment;
An open and honest culture where people are valued, treated fairly and trusted and empowered;
Health Insurance package.
All interested candidates are welcome to apply. Please send your English resume expressing your interest to us at email@example.com. Please note that due to the high volume of applications we receive, only shortlisted candidates will be contacted by our HR team.