Senior Team Lead

Job Information:

You are in charge of leading and supervising a group of content moderators. Guarantee that content guidelines are followed, a secure and polite online environment is maintained, and any platform policy violations are addressed, this function entails monitoring and directing the moderating staff.

The Senior Team Leader for Moderation is crucial in preserving the integrity of online platforms and making sure that users are treated with respect and safety. To address new concerns and maintain round-the-clock moderation coverage, this role may entail working erratic hours, including evenings and weekends.

Location: Kolkata, India

Key Responsibilities:

• 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.

Qualifications and Requirements:

• A bachelor's degree in a field (such as communications, psychology, sociology, or a similar field) that is applicable.

• Fluent in English. At least C1 level.

• 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.

Benefits:

• Competitive salary and benefits package.

• Opportunities for professional development and continuing education.

• Fulfilling and rewarding work helping individuals improve their mental well-being.

• Contribution to the overall mental health and wellness of the community.