Team Lead Content Moderator

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Go-Get Data Consultancy Full time
Managing a team of 20 to 25 FTE's

  • To understand the complete process and its SLA.
  • Ability to understand the CTQ parameters that affect the process and work on them.
  • Ability to gauge the caliber of agents and train them accordingly
  • Ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency.
  • Ensure that the internal/external targets are meet and the team shows continual improvement month on month.
  • The role holder will be accountable for selfperformances of the team he is aligned to.
  • Communicate effectively with the client to resolve issues and disseminate updates on the floor.
  • Client, Customer & People Management Effective performance planning for self and team and time management and skill to selforganize.
  • Ability to achieve stretch targets and take decisions as well as manage complex/ difficult employee situations Handle escalations for the team
  • Work as a Single point of contact for all nonops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues
  • Timely closure of all processes and other requirements for self and Team.
  • To lead a team's available resources in order to deliver a quality service to customers in line with agreed service standards
  • Quality and Process Improvement Initiatives
  • Ensure feedback for the process/Continuous Process improvement.
  • Team's Career Planning/manage team performance & expectation
  • Evaluation of operational practices and procedures.
  • Participate in client call, calibration calls
  • Good excel and presentation Skills
  • Maintain selfknowledge of product by selfproductivity, audit team work on quality parameters
Generic & Behavioral Skills

  • Excellent verbal and written communication skills.
  • Should be willing to work in shifts along with the team in customer business time.
  • Overall should be a good team player with willingness to learn and drive to achieve.
  • Practice and focused on Metrics.
  • Good Excel skills and Reporting knowledge
  • Should be able to drive Continuous Improvement in process.
  • Compliance 100% IT-Sec and on time and accurate ILC clocking in last 6 months
  • Awareness on SLA/SLO Metrics and should be flexible for 24*7 shifts.

Application Question(s):

  • Have you managed a team of at least 20 to 25 FTE's before?
  • Are you flexible for 24*7 shifts?
  • Are you willing to work onsite

Experience:

  • Managing a team of 20 to 25 FTE's: 2 years (required)
  • Content Moderation as a
Team Lead: 2 years (required)

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