Team Leader (Mandarin Speaker) - With Content Moderation Background - Excellent Benefits Package

Roles & Responsibilities – 

• Managing a team of 20 to 25 FTE's 
• To understand the complete process and its SLA. 
• Ability to understand the CTQ parameters that affect the process and work on them. 
• Ability to gauge the caliber of agents and train them accordingly
• Ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency. 
• Ensure that the internal/external targets are meet and the team shows continual improvement month on month. 
• The role holder will be accountable for self-performances of the team he is aligned to. 
• Communicate effectively with the client to resolve issues and disseminate updates on the floor. 
• Client, Customer & People Management Effective performance planning for self and team and time management and skill to self-organize. 
• Ability to achieve stretch targets and take decisions as well as manage complex/ difficult employee situations Handle escalations for the team 
• Work as a Single point of contact for all non-ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues 
• Timely closure of all processes and other requirements for self and Team. 
• To lead a team's available resources in order to deliver a quality service to customers in line with agreed service standards 
• Quality and Process Improvement Initiatives 
• Ensure feedback for the process/Continuous Process improvement. 
• Team's Career Planning/manage team performance & expectation 
• Evaluation of operational practices and procedures.
• Participate in client call, calibration calls 
• Good excel and presentation Skills 
• Maintain self-knowledge of product by self-productivity, audit team work on quality parameters

Generic & Behavioral Skills –

• Excellent verbal and written communication skills.
• Should be willing to work in shifts along with the team in customer business time.
• Overall should be a good team player with willingness to learn and drive to achieve.
• Practice and focused on Metrics.
• Good Excel skills and Reporting knowledge
• Should be able to drive Continuous Improvement in process.
• Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 months
• Awareness on SLA/SLO Metrics and should be flexible for 24*7 shifts.