Senior Team Leader
Senior Team Leader
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Salary Not Disclosed
Job 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 bachelors 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.
- Problemsolving 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: Fulltime Permanent
Remote Work :
No
Employment Type
Full Time
