Team Leader Trust and Safety

Written by the T&S Network from Concentrix's posting.

Team leader role for a BPO contact center team that includes content moderation work, where the team reviews user-generated content and enforces platform policies. The posting centers on people management and KPI delivery for associates, with content moderation experience described as highly desirable.

What you'd do

• Lead daily operations of a team of associates, covering performance management, attendance and policy compliance.
• Coach associates through one-on-one sessions and reviews, and build improvement plans for performance gaps.
• Drive team results against contractual KPIs, quality standards, productivity goals and financial targets.
• Act as escalation point for complex customer, operational or workflow issues.
• Run team meetings, calibration sessions and engagement activities.
• Track operational trends and metrics, and put action plans in place to improve them.
• Support workforce planning, resource allocation and scheduling for business coverage.

What it asks for

• Associate's degree or equivalent work experience (preferred).
• One or more years managing people or supporting customers in a BPO, shared services, operations or trust and safety setting.
• Prior team leader, supervisor or people-management experience in a contact center, BPO, trust & safety or operations setting.
• Experience leading teams that review user-generated content and enforce platform policies (preferred).
• Experience managing KPI-driven environments focused on quality, productivity and compliance.
• Knowledge of workforce management and performance improvement methods.
• Strong analytical, problem-solving and organizational skills.

Worth knowing

• Handling sensitive content is part of the content moderation team work described.
• Position is with a BPO serving client platforms.

Terms in this role

BPO.

Business process outsourcing: a vendor that runs work such as content review for client platforms.

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on Concentrixnorth_east before you apply. If we got something wrong, report this listing.