Operations Team Lead

Job Title: Team Leader Content Moderation

Location: Pune

About the Role: As a Team Leader, you drive team performance through coaching, mentoring, and real-time guidance. You ensure goal alignment, support new team members, foster accountability, address process gaps, and act as a key link between management and the team, enabling collaboration and growth.

Role & responsibilities

1.Team Management:

a.Foster an inspiring team environment with a culture of open communication

b.Listen to team members' feedback and resolve any issues or conflicts

c.Encourage creativity and an ownership mindset

d.Propose and organize team-building activities

e.Create a career/growth trajectory for high performers

2.Performance Management:

a.Oversee the team's overall performance and ensure timely and effective completion of assigned tasks

b.Resolve queries in exceptional situations and escalate issues through proper channels when necessary

c.Provide the team with a clear vision of process objectives and motivate them to not only meet but exceed customer expectations by leading through examples

d.Coordinate periodic meetings with other Team Leaders, Trainers, and Managers to discuss process impediments, resource needs, or task-related issues/delays

e.Monitor and report on performance metrics

f.Identify training needs and provide coaching

g.Recognize high performance and reward accomplishments

3.Data Management:

a.Compile and publish performance reports on set frequencies (Daily/Weekly/Monthly, etc.)

b.Keep Managers/Leaders informed of task accomplishments, issues, and status

c.Ensure data accuracy for salary processing, including monthly ratings, incentives, shift allowance, attendance, etc

d.Ensure data accuracy for billing processing, including hours, production, quality, etc

4.Client Management:

a.Conduct trend analysis

b.Flag cases that need immediate client intervention

c.Prepare root cause analysis for errors and create a corrective and preventive action plan

d.Acts as a bridge between team members and clients i.e. internal and external clients

Preferred candidate profile

• A Bachelor's degree is required
• Must be adaptable to different shifts and workdays as per process requirements
• Must have experience managing 15+ associates directly with minimum supervision
• Excellent written and verbal communication skills are necessary to manage daily interactions effectively. Along with good process knowledge, analytical abilities, and presentation skills
• Possesses a diplomatic and clear communication style with strong writing skills
• Maintains a positive, can-do attitude with a willingness to contribute to a vibrant and diverse culture
• Demonstrate a zeal to learn new skill sets and capabilities, along with the ability to manage difficult situations with ease. Solutions-oriented and accountable mindset
• Participation in taking on additional responsibilities from managers/clients will be an added advantage
• A reliable work-from-home setup with a stable internet connection is essential for seamless business continuity