Trust & Safety Operations Lead

Keywords Studios Plc; Philippines; Vor Ort; PHP 1.000.000 - 1.800.000; Vollzeit

Benefits dieser Stelle

HMO and Life Insurance

Paid Time Offs and CTO

Non-taxable Allowances

Annual Wellness Subsidy

Zusammenfassung

Keywords Studios Asia Pacific, Pasig, is seeking a Trust Safety Team Lead to supervise Superheroes (T&S Moderators), coordinate daily tasks, and ensure project success by aligning with client requirements. You will lead, motivate, coach, and train teams, create schedules, and monitor progress.

The role emphasizes active supervision, coaching, and administration, with responsibilities spanning performance management, policy upkeep, and cross-team collaboration.

Qualifikationen

• Strong observational skills, analytical and detail oriented.
• High ethical standards.
• Moderation skills.

Aufgaben

• Provide direction to team to ensure customer requests are answered in a timely, efficient and knowledgeable manner.
• Identify system and workflow improvements to enhance the team's efficiency.
• Delegate tasks to the team directly, clearly and efficiently.
• Proactively resolve project issues with the teams and T&S Operations Manager, before they impact the project.
• Ensure both the T&S Operations Manager and Superheroes are aware of project status.
• Monitor performance in accordance with project schedule and optimize the resources.
• Manage and enforce the quality and consistency of Superheroes performance as required by Keywords Studios Quality best practices.
• Constant monitoring and management of ticket databases to ensure quality and productivity are up to Quality Control standards.
• Set, monitor and achieve goals through the Trust Safety team.
• Interact with Superheroes through web conferencing or face-to-face on a reasonable weekly schedule.
• Own the position of daily client contact in a professional and courteous level for all assigned projects.
• Communicate important project related information directly to the client, including reports, tickets, technical logs, etc.

Kenntnisse

Observational skills

Analytical skills

Detail oriented

Moderation skills

Proactive in completing tasks

Escalating issues appropriately

Problem solving skills

Leadership skills

Organizational skills

Interpersonal skills

Decisional skills

Multilingual ability desirable

Ausbildung

Bachelor's degree in relevant field

Tools

G Suite

Windows Suite

Jobbeschreibung

Keywords Studios Asia Pacific, Pasig, is seeking a Trust Safety Team Lead to supervise Superheroes (T&S Moderators), coordinate daily tasks, and ensure project success by aligning with client requirements. You will lead, motivate, coach, and train teams, create schedules, and monitor progress.

The role emphasizes active supervision, coaching, and administration, with responsibilities spanning performance management, policy upkeep, and cross-team collaboration.