Senior Team Leader

2 weeks ago

Ayala Alabang, National Capital Region, Philippines Gear Inc Full time

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

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