Content Moderator Team Leader

TELUS Digital; Provinsi Bali; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading digital services company in Indonesia seeks a skilled team leader to manage a customer care team. This role involves mentoring approximately 15-25 team members, handling inquiries, and ensuring performance aligns with Service Level Agreements. Ideal candidates should possess a Bachelor's degree, at least one year of BPO experience, and strong English communication skills. Flexibility in scheduling is essential, with a focus on developing team members' growth in a fast-paced environment.

Qualifications

• 1 year of experience in BPO service (customer care, moderation, service analysis).
• At least 6 months of experience in people management and leadership.
• Ability to handle escalated customer situations with empathy.

Responsibilities

• Provide mentoring, coaching, and direction to approximately 15-25 team members.
• Handle client inquiries and provide appropriate solutions.
• Lead team members and foster their professional development.
• Ensure achievement of all Service Level Agreements (SLA) and Key Performance Indicators (KPIs).
• Manage team schedules and staffing levels.

Skills

Strong English communication skills

Problem-solving abilities

Leadership skills

Flexibility to work different shifts

Understanding of social media trends

Education

Bachelor’s Degree or Higher in any relevant field

Job description

Key skills and experience

• Bachelor’s 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

Responsibility

• 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