Key Responsibilities:
- Manage, inspire, and mentor a group of content moderators along with TLs.
- Hold regular team meetings, evaluate performance, and offer helpful criticism.
- Manage escalations and challenging situations while advising and supporting moderators.
- Make sure that all content moderation tasks are completed smoothly and effectively.
- Keep up with platform rules and regulations and make sure the team follows them.
- Keep an eye on the correctness and quality of the content, pointing out any shortcomings. Implement quality assurance procedures to uphold strict criteria for moderation.
- To ensure consistency and correctness, conduct audits and evaluations of the moderator's actions.
- Conduct briefings and process updates to the team to improve their abilities.
- Work together to update and improve the content rules and policies with the content policy team.
- Inform the moderation of any modifications to the policy.
- Manage client escalations and reverts to the client mails immediately.
- Should make himself approachable for moderators.
- Report any issue, challenges directly to the reporting manager immediately.
- Will be responsible for checking the roster adherence of moderators and managing shrinkages of the floor.
- Leading team meetings, asking questions to Teamleaders, moderators to better understand the representatives are receiving, educating and coaching workers regarding processes and practices, and explain expectations to moderators.
- Assisting the team members in identifying trend analysis and establishing call center goals.
- Ensure the team members are achieving daily productivity and desired service levels as per the KPIs and incase of any deviation correct action plan to be shared.
- Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated based on the volume trend analysis and maximize the call center efficiency.
- Attention to detail, decisiveness & soft spokenness.
- Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
Qualifications and Requirements:
- A bachelor's degree in a field (such as communications, psychology, sociology, or a similar field) that is applicable.
- Fluent in English. At least C1 level.
- Excellent verbal and written communication skills in English and Nepali, with the ability to express ideas clearly and concisely.
- A track record in content moderation or a related industry.
- Strong team management and leadership abilities.
- Excellent interpersonal and communication abilities.
- Proficiency with software and tools for moderating.
- Problem-solving and analytical thinking skills.
- Understanding of the rules and regulations for internet platforms.
- Ability to manage delicate material and perform under pressure.
- Knowledge of the moral and legal issues involved in content moderation.
