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

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

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

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Manage escalations and challenging situations while advising and supporting moderators.

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

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

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

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Implement quality assurance procedures to uphold strict criteria for moderation.

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

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

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

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Inform the moderation of any modifications to the policy.

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Manage client escalations and reverts to the client mails immediately.

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Should make himself approachable for moderators.

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

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

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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.

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

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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.

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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.

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Attention to details, decisiveness & soft spokenness.

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

Qualification

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

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A track record in content moderation or a related industry.

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Strong team management and leadership abilities.

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Excellent interpersonal and communication abilities.

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Proficiency with software and tools for moderating.

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Problem-solving and analytical thinking skills.

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Understanding of the rules and regulations for internet platforms.

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Ability to manage delicate material and perform under pressure.

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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