Senior Team Leader at Gear Inc

Muntinlupa, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

26 Sep, 26

Salary

0.0

Posted On

28 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Leadership, Content Moderation, English Communication, Problem Solving, Analytical Thinking, Interpersonal Skills, Quality Assurance, Performance Evaluation, KPI Management, Trend Analysis, Conflict Resolution, Client Escalation Management, Roster Management, Mentoring, Decision Making

Industry

Outsourcing and Offshoring Consulting

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

Responsibilities

Lead and supervise a team of chat moderators and team leaders to ensure adherence to content guidelines and platform policies. Manage performance through audits, coaching, and reporting while handling client escalations and operational efficiency.