content moderator team leader

2 days ago

Fort Bonifacio, National Capital Region, Philippines c9ce85d4-402c-4c8b-9ee3-bc2b63860a08 Full time ₱1,500,000 - ₱3,000,000 per year

JOB DESCRIPTION:

  • Identify recruiting issues and implement solutions.
  • Handle appropriate escalations and communicate to stakeholders when necessary.
  • Provide necessary training to new agents, as well as provide upskill training to tenured ones upon new department function or availability.
  • Address client's needs such as the ff:
  • Daily Forecast 2. Training Needs 3. Data Analysis 4. Reporting needs and assistance.
  • Establish and reinforce the team and individual metrics to drive performance.
  • Provide coaching and performance monitoring of team members
  • Ensure timely communication of changes and new strategies to the team.
  • Meet performance standards, metrics and set goals set by the department. This includes analyzing data, quality monitoring, coaching to strengths and opportunities.
  • Answering procedural and navigational questions, conducting side by side coaching and conducting team huddles/ meetings and updates are sent out.
  • Develops and maintains positive relationships with clients through excellent customer relation.
  • Attend meetings and calibrations with the client and cascade the same of the team.
  • Addresses client inquiries and ensures their needs are consistently met in a timely manner.
  • Provide management with support in establishing process improvement to benefit of the customer, the employee, and the management.

JOB REQUIREMENTS:

  • Candidate must possess at least a Bachelor's/College Degree, in any field. Or college level with 5 years total of BPO experience and 2 years experience in Content Moderation.
  • Must be willing to work in rotating shifts and/or night shift at BGC, Taguig City.
  • At least 2 years of experience as a Team Lead in a Call Center.
  • Must know how to handle and improve metrics.
  • Has leadership and team building skills.
  • Has people management and development skills.
  • Basic project management skills.
  • General understanding of business and business needs.

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