Job Description

Introduction

The Senior Team Leader is in charge of leading and supervising a group of CSR. 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.

Key skills and experience

• 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, with the ability to express ideas clearly and concisely.
• A track record in BPO 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.
• Decisiveness and attention to detail

Responsibility

• Manage, inspire, and mentor a group of chat 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 csr 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.
• To ensure consistency and correctness, conduct audits and evaluations of the agents actions.
• Conduct briefings & process updates to the team to improve their abilities.
• Work together with the content policy team to update and improve the content rules and policies.
• Inform the moderation of any modifications to the policy.
• Manage client escalations and revert to client emails immediately.
• Should make himself approachable for agents.
• Report any issues, or challenges directly to the reporting manager immediately.
• Will be responsible for checking the roster adherence of agents and managing shrinkages of the floor.
• Leading team meetings, asking questions to team leaders, and agents to better understand the representatives are receiving, educating and coaching workers regarding processes and practices, and explaining 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 in case 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 detail, decisiveness & soft spokenness.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Job Types: Full-time, Permanent