As a Trust and Safety Team Leader (Supervisor) Tier 1, you will be responsible for the team's performance against SLA, quality of service, people engagement for complex and evolving content moderation business vertical. You'll be involved in sensitive escalation management involving high-priority cases and work closely with senior stakeholders across the business to ensure alignment in applying policy enforcement guidelines and addressing brand risk.
Frontline leader for client service delivery, operations excellence, and staff development
SLA Management: manage team performance to meet client SLA's and KPI's, including metric reporting on team performance
Workflow/queue management: allocation and distribution of tasks across languages and processes
Employee Experience and Wellness: 1:1 coaching and feedback, mentoring, performance development, career counselling, and drive participation in well-being activities
Self-Wellness Adherence to ensure that he/she adheres to taking care of his/her own mental well-being
Monitor and report to product team/leadership on volume spike, and assign tasks to the team according to priorities on a daily basis
Policy update dissemination: Work closely with the policy team, quality team, and training team on policy updates, knowledge share among all team members and gauge the understanding
Continuous Improvement: promote the culture of continuous improvement across the teams in the global delivery network
Policy and Business insights: track platform abuse trends, share the insights with the product and policy team, and provide recommendations to strengthen platform safety and user experience
Academic: Higher, secondary specialized education, Bachelor's degree is preferred
Relevant work experience: Overall 4+ year work experience with 1 to 2 years of prior relevant people management experience, preferably within a Trust & Safety organization for a social media platform
Interpersonal skills: ability to build relationships with stakeholders in multiple geographies. Consultative work style to lead client work
Communication: The ability to articulate and clearly communicate complex problems and solutions in a simple, logical, and impactful manner
Analytical skills: well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information
Ability to perform RCA/dive deep: identify the root causes of issues by analyzing patterns and trends through data analysis
Cognitive Ability: Adaptable to learn new processes, concepts, and skills
Demonstrates the ability to work as part of a team adding positive attitude and business focus.
Application experience: including Gmail, Calendar, Drive, Docs, Sheets
Teleperformance is an equal opportunity employer.