Team Lead Content Moderator

5 days ago

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 self-performances 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 self-organize.
- 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 non-ops 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 self-knowledge of product by self-productivity, 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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