Team Leader Contact Center Ops (Night Shift-must fluent in English) - Solo

We are currently seeking Team Leader of Content Moderator Operations, is responsible for supervising a group of Contact Center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability Responsibilities Effectively coach direct reports, ensure performance metrics are achieved at a minimum weekly Identify performance-related issues, develop an action plan for improvement, and implement corrective action, up to and including termination of employment Ensure service delivered to our customers meets contractual Key Performance Indicators (‘KPIs’) and financial expectations Manage key business metrics like SLAs and CSAT, Handling Escalations Run reports & and conduct a thorough analysis of SLA misses Communicate expectations to employees and provide timely updates Provide subject matter expertise in handling escalated customer calls as needed Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities Stay current on internal work processes, policies, and procedures. Attend required manager development training Job Requirements: Demonstrated Fluency in English and local Language Mimimum 1 year of experience managing a team of agents for Content Moderation. Excellent oral and written communication skills. Ability to lead the team in multi-tasking, prioritization, and meeting timelines on deliverable Should be willing to work with shifting along with the team in customer business time. ( Night shift only, to handle Customer from different country in different time zone ) Good team player should be willing to learn and drive to achieve Accustomed in implementing CS practice and focus on Performance Metrics. Good Excel skills and Reporting knowledge Should be able to drive Continuous Improvement in the process. Willing to be placed in Solo. Bachelor's Degree in any field

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