Team Leader (Supervisor) - Trust and Safety

  • San José
  • Teleperformance Costa Rica

Note that in this role, you may be exposed to graphic, controversial, and sometimes offensive video content during team escalations in line with the Social and Digital Media platform’s community guidelines.

Key Responsibilities & Expectations

  • Frontline leader for client service delivery, operations excellence, and staff development
  • SLA Management : manage team performance to meet client SLA's and KPI's, including metric reporting on team performance
  • Workflow/queue management : allocation and distribution of tasks across languages and processes
  • Employee Experience : 1:1 coaching and feedback, mentoring, performance development, career counselling, and drive participation in well-being activities
  • Monitor and report to product team/leadership on volume spike, and assign tasks to the team according to priorities on a daily basis
  • Policy update dissemination : Work closely with the policy team, quality team, and training team on policy updates, knowledge share among all team members and gauge the understanding
  • Continuous Improvement : promote the culture of continuous improvement across the teams in the global delivery network
  • Policy and Business insights : track platform abuse trends, share the insights with the product and policy team, and provide recommendations to strengthen platform safety and user experience.

Recommended qualifications :

  • Academic : Graduate with BA/BS degree preferred
  • Relevant work experience :minimum two years of prior relevant people management experience, preferably within a Trust & Safety organization for a social media platform
  • Interpersonal skills :ability to build relationships with stakeholders in multiple geographies. Consultative work style to lead client work
  • Communication :The ability to articulate and clearly communicate complex problems and solutions in a simple, logical, and impactful manner
  • Analytical skills :well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information
  • Ability to perform RCA/dive deep :identify the root causes of issues by analyzing patterns and trends through data analysis

Requirements :

  • Experience 6 months to 1 year in content moderation, plus 3 months working in Teleperformance.

Salary : ₡700,000.00 - ₡800,000.00 per month

Application Deadline: 23/03/2023