Team Leader Content Moderation

5 days ago

West Denpasar Bali, Indonesia GearInc Indonesia Full time 900,000 - 1,200,000 per year

Gear Inc is an American owned and operated business process outsourcing company operating in Southeast Asia. Matchbox Mobile - Gear Inc provides industry leading Image Moderation, Social Media Management, IT Consulting, Application Development, Game Development, and Outsourcing Services. We are experts in moderating online user generated content.

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.

For more information, please visit our websites:

Responsibilities:

  • 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

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
  • 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
  • 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)

Benefit:

  • Attractive basic salary
  • Allowance (attendance, transportation, overtime, and public holiday)
  • Mental Health Care service (on site Psychologist and mental health application)
  • BPJS Kesehatan
  • BPJS Ketenagakerjaan
  • Private Health Insurance
  • Monthly internal events
  • Paid leave
  • Career path

Working Environment

  • International, fun, and professional working environment:
  • Working closely with experienced foreign experts;
  • Free drinks (coffee, mineral water, etc.)
  • Training and career development opportunities;
  • Sport activities and game room.

Working Location: Imam Bonjol No 502, West Denpasar, Bali

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