Team Leader (Content Moderation)
About this position
The Team Leader (Content Moderation) position in Surakarta, Indonesia involves overseeing a team, ensuring operational compliance, and managing business responsibilities while maintaining high-quality service standards.
Responsibilities
Essential Functions/Core Responsibilities:
• Recruitment, mentoring and training up junior and new staffs
• Ensure all staffs are well trained & go-live with the skills smoothly executed & follow their daily operation workflow.
• Performance management: career counseling, coaching, performance development, 1:1's mentoring, Team huddle, Ops calibration etc... to make sure the team achieve the glide goal.
• Handle client issues throughout the implementation life cycle in a timely and accurate fashion.
• Control Team roster to be efficiencies and work with SMEs/QAs/Trainers to gather feedback regarding productivities and quality problems for service improvement.
• Work with workforce management tools and business tools to monitor calls and emails/Chat/Messaging to ensure schedules are achieved
• Quality Audit, CSAT deep dive, Payment audit, etc. (depend on client expectations)
• Co-lead with OM/SOM to prepare the operation plans, budgets, etc. to build-up the project. Working with Global team & build up client relationship and handle all reports (if needed)
• Ready to work some assignments from Ops Lead
Requirements
Candidate Profile:
• Fluency in English (Speaking, listening, writing and reading). working 100% English.
• University/Colleges required.
• 1-2 years minimum supervising/leading a team of 15 or more people, in a call center/contact center environment.
• Experience in a high-growth organization strongly preferred.
• Must be available to work 24/7.