The Team Leader is responsible for the day-to-day activities and guidance of their team members and requires candidates who can set targets, implement guidelines, and assist with any issues the employees may have. A Team Leader needs to be focused on People Management, Continuous Process Improvement and SLA Management for the client . The Team Leader is expected to ensure 100% compliance to SLAs, including but not limited to Quality, Utilization and Production. The TL should be able to display a high level of confidence in maintaining compliance to Client policies, and Code of Ethics.

The project involves moderation of content (images/text/videos) to tag it to accurate labels based on policies for one of the Largest Technology giant. As part of the contractual obligations, the client expects the team to follow certain policy guidelines, meet TAT, Productivity and monthly quality as per the target

Tasks

• Ensuring work schedule adherence and SLA achievement on a daily, weekly & quarterly basis
• Excellent SLA management skills & should have experience in preparing and reviewing RCA with the team
• Motivate and drive the team to ensure timely deliverables
• Assignment and allocation of work between team members to ensure effective load balancing
• Manage both internal (quality, training and corporate teams) and external (client) stakeholders
• Weekly meetings with the team regarding process status, results, health and other relevant subjects
• Track and report daily volumes and quality stats to the Manager and other stakeholders
• Creating weekly, monthly & quarterly reports on project development, timelines, and results
• Ensuring proper adherence to client standards in the process, including but not limited to policy updates
• Preparing presentations by collecting, analyzing and summarizing information and trends
• Cooperating with the HR team in performing candidate interviews to select the best candidates for the Operation and performing oral language validations

Experience

• Minimum of 1 year of relevant experience (team leading/ team supervising in terms of quality and/or process knowledge + client-facing experience) in business process outsourcing company or comparable service environment
• Practical knowledge of Google Ads or Facebook Ads/Instagram Ads.
• You need to have a proven track record working with KPI's, SLA’s etc.
• Previous experience working in multicultural and multilingual operations for international clients
• Excellent native level written and spoken communication skills in the language of support
• Good grasp of the English language

Requirements

• Strong proficiency using Google products, including Gmail, Calendar or Google Drive
• Flexible to work in assigned shift timings as per process requirements
• Experience in training, customer service, workflow management, reporting, handling SLAs, coaching and appraisal (preferable)
• Strong keyboard and analytical skills
• Ability to perform in challenging situations
• Experience with confidential information collection and management (preferable)

Soft skills

• Excellent organizational skills with a detail-oriented and analytical approach to problem solving
• Excellent communication (verbal and written), including the ability to clearly communicate in a dynamic environment across all levels
• Excellent work ethics and the ability to work independently
• Able to adapt quickly to changes in workflows, such as updates in policies and guidelines
• Able to prioritize and manage tasks efficiently under pressure and short timelines
• Able to manage critical situations in the process
• Set a healthy environment in the team and positive mind frame in the individual
• Ability to work in a fast-paced, constantly evolving environment
• Understanding of departmental policies and procedures

We offer

• Pleasant and inspiring working atmosphere
• Opportunity to be part of a rapidly expanding global organization with irreproachable reputation
• Professional development and clear career path
• New office facilities in a convenient location in Lisbon
• Training & development opportunities
• Competitive salary & relocation allowance and assistance
• Free fruit, coffee, tea and water and a lot more!

Location

Lisbon (Portugal)