Team Leader-Operations || Content Moderation
- IGT Solutions
- 1 - 6 years
- Noida, Gurugram
- 4 months ago
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Job Description
Role Summary We are looking for an enthusiastic Team Leader for Content Moderation Process at IGT Solutions. In this role, you will be responsible for leading a team overseeing performance management, and ensuring high-quality standards are met for services. The ideal candidate will have a background in team management,, and a passion for maintaining safety and quality across digital platforms. You will drive team performance, handle escalations, and identify opportunities for process improvements.
What You Would Be Doing?
- Team Leadership & Management: Leading and managed a team of 15-20 to ensure optimal performance in line with quality and productivity metrics.
- Performance Monitoring & Coaching: Reviewing and monitoring team performance regularly, focusing on KPIs such as quality, productivity, shrinkage, and attrition. Providing ongoing coaching and feedback to team members to enhance performance.
- Escalation Handling: Providing floor support and handling escalations to ensure swift resolution of complex.
- Process Improvement: Identifying process gaps and recommending improvements that can help increase team performance and client satisfaction.
- Training & Development: Coaching new team members and continuously working to enhance the skills of existing team members.
- Client & Stakeholder Interaction: Collaborating with clients to understand expectations and ensure standards are met, fostering strong relationships with both internal and external stakeholders.
- Target Management: Ensuring team meets set targets for KPIs such as AHT (Average Handling Time)
- Reporting & Documentation: Maintaining detailed records of team performance, issues, and resolutions to report back to senior management and clients.
Qualifications
- Education: Graduate in any discipline.
- Experience: At least 2+ years of experience in content moderation, with at least 1 year of experience managing teams.
- Skills:
- Strong leadership and supervisory abilities.
- Excellent written and verbal communication skills in English.
- Strong problem-solving and analytical skills.
- Ability to handle escalations and complex content issues.
- Proficiency in MS Office, particularly Excel.
- Familiarity with content moderation guidelines and best practices in the industry.
What's Expected
- Proven ability to manage and lead a high-performing team in a fast-paced environment.
- Expertise in analyzing team performance, identifying areas for improvement, and implementing effective solutions.
- Strong communication and relationship-building skills with clients and internal stakeholders.
- Ability to work effectively in a 24x7 work environment and manage stretch targets.
- 5 Days Working
- Content Moderation Experience Mandate
What Are You Signing Up For?
- Competitive salary
- Health and wellness programs
- Career advancement opportunities
- Comprehensive career development programs
- Promising career progression within a global company
- A dynamic, world-class work culture that values innovation and teamwork
share resume at so*********1@ig*********s.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Noida, Gurugram
Keyskills: Bpo Operations Content Moderation Shrinkage People Management Skills Attrition SLA KRA Aht
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