Team Leader

2 weeks ago

Surabaya, Indonesia Gear Inc Full time

Create an inspiring team environment with an open communication culture.

Supervise team members of 20 moderators and overseas day to-day operations.

Monitor team and individual team members performance and report on KPI’s and meet individual and team performance targets.

Identify performance issues, discover training needs and opportunities for improvement.

Provide coaching and appropriate solutions and follow up to ensure resolution.

Listen to moderators’ suggestions and feedback, gather accurate and valid information and quickly resolve any issues or conflicts.

Participate in SOP and policy calibrations.

Perform random quality audits, identify errors and perform real-time corrective actions.

Follow communication procedures and adhere to company guidelines and policies.
Excellent communications skills, speaking, reading and writing in English and Bahasa.

Content moderation work experience is a plus but not required.

Have at least 2 years of experience in leading teams as a team leader or in a similar capacity within a customer service, support or BPO work environment.

Good Organizational and time-management skills and good work ethic.

Proficient skills with MS Office and Google Drive.

In-depth knowledge of managed services industry performance metrics.

Creative thinking, good problem-solving and analytical skills.

Good knowledge of websites/ social media platforms.

Willing to work on public holidays and shifting schedules including night shifts.

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