Operations Team Leader

CsMena is a leading Business Process Outsourcing (BPO) company specializing in delivering multilingual customer experience, customer service, content moderation, and business support solutions to global clients. Through operational excellence, technology enablement, and a highly skilled workforce, CsMena helps organizations improve customer engagement, optimize operations, and achieve sustainable business growth. As part of our continued expansion, we are seeking an experienced Team Leader. The primary focus of the role is driving daily team performance, coaching reps to meet quality standards, and maintaining high customer satisfaction.

The Team Leader directly manages a team of agents, ensuring daily operational targets and client Service Level Agreements (SLAs) are met. They focus on real-time floor monitoring, side-by-side coaching, and resolving high-level customer escalations. Additionally, they track team metrics like Average Handle Time (AHT) and Quality Scores while maintaining team morale to control attrition.

Core Operations & KPI Management

• Metrics Oversight: Track standard contact centre KPIs alongside moderation-specific metrics: Accuracy/Precision (policy agreement rate), TAT (Turnaround Time), SLA Compliance, and Throughput (items reviewed per hour).
• Policy Guidance & Calibration: Lead regular calibration sessions to align team decisions with rapidly evolving platform safety guidelines, minimizing policy drift and subjective decision-making.
• Real-time Queue Management: Monitor content queues to maintain SLA compliance, dynamically reallocating team capacity during unexpected spikes or viral events.

Customer Service Responsibilities

• Performance & SLAs: Monitor customer interactions (tickets, chats, calls) to ensure adherence to Service Level Agreements like First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT).
• Escalation Management: Handle high-priority or sensitive customer inquiries and complaints escalated by frontline agents.
• Coaching & Quality Assurance: Review interaction audits with agents in regular 1-on-1s to improve communication quality and service standards.

Content Moderation Responsibilities

• Policy Enforcement & Accuracy: Audit moderated user-generated content (text, image, video, audio) to maintain high moderation accuracy and alignment with Trust & Safety guidelines.
• Real-time Queue & Edge Case Management: Oversee queue distribution to prioritize high-risk or viral content, and serve as the point-of-contact for ambiguous edge cases requiring policy interpretation.
• Well-being & Mental Health Support: Conduct check-ins to monitor team mental health, manage exposure limits to Graphic/UGC content, and promote psychological wellness resources.

Operational & Team Leadership

• Workflow & Attendance: Track daily roster availability, shift adherence, and queue coverage across support channels and moderation streams.
• Continuous Training: Brief teams during daily huddles on updated brand policies, product changes, and safety guidelines.
• Reporting: Generate daily and weekly reports detailing ticket resolution performance alongside moderation volumes, accuracy rates, and policy violation trends.

Mental Health & Team Resilience

• Psychological Safety & Wellness Monitoring: Active monitoring for signs of burnout, vicarious trauma, and fatigue caused by exposure to sensitive or egregious content (e.g., violence, abuse, adult content).
• Mandatory Wellness Rotations: Enforce policy-mandated wellness breaks, task-rotation schedules, and mandatory time off to minimize continuous exposure to graphic media.
• Support Coordination: Coordinate directly with internal wellness professionals, counsellors, and Employee Assistance Programs (EAP) to ensure immediate support for affected team members.

Team Lead Quality Assurance SLA compliance Content Moderation Key Performance Indicators (KPIs) Customer Experience & Quality Operational Efficiency & Service Levels Team Management & Leadership Coaching & Business Impact Customer Effort Score

Desired Candidate Profile

Bachelor s degree in business administration, engineering, communications, or related field

2 3 years of experience in a BPO environment

1 2 years in a supervisory or Team Leader role

Understanding of core contact centre metrics (CSAT, AHT, FCR, QA, Abandonment Rate)

Must have Experience in Content Moderation is preferred

Proficiency in CRM software

Willingness to work in shifts

Excellent written and spoken English

Strong analytical skills