Description
The Team Leader for Content Moderators is responsible for guiding and developing the moderation team, ensuring adherence to policies, and maintaining high-quality content standards.
Responsibilities
- Handle client inquiries and provide appropriate solutions and alternatives within the time limits to ensure resolution.
- Manage team schedules and staffing levels in compliance with organizational policies.
- Report team and individual performance, as well as overall team conditions, to the immediate supervisor proactively and as needed.
- Identify performance-related issues, develop Corrective Action and Preventive Action (CAPA) plans, and demonstrate proactive problem-solving.
- Manage team scorecard performance and retention goals.
- Ensure achievement of all Service Level Agreements (SLA) and contractual Key Performance Indicators (KPIs)Set goals at both individual and team levels and ensure targets are met.
- Provide mentoring, coaching, and direction to team members (approximately 15–25 members)Lead team members, foster their professional development and growth through effective coaching and proactive communication, and enhance teamwork and cooperation.
- Act as a Subject Matter Expert (SME) across all operational functions (People, Performance, Process)Follow communication procedures, guidelines, and policies.
- Able to work collaboratively with peers in the same role and proactively share relevant information with partners
Key Skills and Experience
- Bachelor’s Degree or higher in any relevant field.
- Minimum 1 year of experience in BPO service (customer care, content moderation, or service analysis)At least 6 months of experience in people management and leadership.
- Strong English communication skills, both oral and written (C1 level)Flexible to work different shifts, including evenings, public holidays, and weekends.
- Ability to handle difficult and escalated team members situations.
- Strong problem-solving and decision-making abilities.
- Ability to work in a fast-paced and dynamic environment.
- Fluent in using and operating Google Sheets and its features is highly recommended
- For Content Moderation Campaigns:Stays updated and is interested in social media trends.
- Familiar with identifying harmful content (e.g., bullying, negative language) and assessing content authenticity is an advantage.
- Must have a deep understanding of platform policies, and the ability to handle sensitive content with empathy and resilience.
- Willing to work on weekend and public holiday.
- Able to work on shifting schedules including night shifts.
- Willing to be placed in Denpasar, Bali (Full WFO)#LI-DNI
About Company
TELUS Digital is the customer experience transformation partner to the world’s most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach – spanning 78,000 experts in 33 countries – and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant’s qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Jenis Pekerjaan: Pekerjaan tetap
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