Team Leader at Gear Inc

Đà Nẵng, , Vietnam -

Full Time

Start Date

Immediate

Expiry Date

26 Sep, 26

Salary

0.0

Posted On

28 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Management, Coaching, Mentoring, English Communication, Problem Solving, Decision Making, Content Moderation, SLA Management, KPI Tracking, CAPA Planning, Staffing Management, Client Relationship Management

Industry

Outsourcing and Offshoring Consulting

Description

Responsibilities Provide mentoring, coaching, and direction to team members (of approximately 15-25 members); Handle client inquiries and provide appropriate solutions and alternatives within the time limits to ensure resolution; Lead team members, foster their professional development and growth via effective coaching and proactive communication, and enhance teamwork and cooperation; Follow communication procedures, guidelines, and policies; Subject Matter Expert to all operations functions (People, Performance, Process); Responsible for ensuring and achieving all Service Level Agreements (SLA) and contractual Key Performance Indicators (KPIs); Set goals for individual and team levels and ensure to achieve targets; Manage team scorecard performance and retention goals; Identify performance-related issues, develop Corrective Action - Preventive Action (CAPA) plan for improvement, and demonstrate proactive approaches in any situation; Be able to report on data or team and/or team members' performance, and overall condition/state to immediate supervisor proactively and as needed. Manage team schedules and staffing levels in compliance with the organization policy Key Skills and Experience Bachelors Degree or Higher in any relevant field 1 year experience in BPO service (customer care - moderation - service analysis) Has at least 6 months of experience in people management and leadership Strong English communication skills, both oral and written. (Eng - C1 Level) Flexible to work different shifts, including evenings, Public Holidays, and weekends Ability to handle difficult and escalated customer situations Strong problem-solving and decision-making abilities Ability to work in a fast-paced and dynamic environment If to be assigned to Content Moderation Campaigns Stays updated and is interested on social-media trends Familiar with fashion / makeup trends (well known brands - trending products) are an advantage Must be able to have a deep understanding of platform policies, and the ability to handle sensitive content with empathy and resilience

Responsibilities

Lead and mentor a team of 15-25 members to achieve contractual KPIs and Service Level Agreements. Manage team performance, handle client escalations, and oversee staffing schedules and professional development.