Job description
Overview:
DOING BUSINESS WITH PEOPLE, FOR PEOPLE.
Responsibilities:
Being One of Our People
Teleperformance is an Equal Opportunity Employer
POSITION SUMMARY
You will be responsible for the team's performance against SLA, quality of service, people engagement for complex and evolving content moderation business vertical. You'll be involved in sensitive escalation management involving high-priority cases and work closely with senior stakeholders across the business to ensure alignment in applying policy enforcement guidelines and addressing brand risk.
Note that in this role, you may be exposed to graphic, controversial, and sometimes highly
sensitive video or image or text content, during team escalations in line with the Social and
Digital Media platform’s community guidelines.
sensitive video or image or text content, during team escalations in line with the Social and
Digital Media platform’s community guidelines.
DOING BUSINESS WITH PEOPLE, FOR PEOPLE.
Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978. Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world’s population. This kind of growth wouldn’t have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity. Here, your success is our success.
Responsibilities:
PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS
- 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 and Wellness: 1:1 coaching and feedback, mentoring, performance
development, career counselling, and drive participation in well-being activities. - Self-Wellness Adherence to ensure that he/she adheres to taking care of his/her own
mental well-being. - 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.
QUALIFICATIONS
- Academic: Higher, secondary specialized education, Bachelor's degree is preferred.
- Relevant work experience: Product trained. If not, training wil be provided
- 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 analysing patterns
and trends through data analysis. - Cognitive Ability: Adaptable to learn new processes, concepts, and skills.
- Demonstrates the ability to work as part of a team adding positive attitude and business
focus. - Google products experience: including Gmail, Calendar, Drive, Docs, Sheets
Being One of Our People
It is our mission to always provide an environment for our employees that promotes happiness from the inside out. When you work with us, you are valued and inspired to learn, to teach, and to grow. We want you to come to work motivated to and proud to be on our team. That’s why we continually invest in creating outstanding work experiences and endless development opportunities. We want you to be and feel at your best, always.
Teleperformance is an Equal Opportunity Employer
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