Team Leader Content Moderator

Gear Inc is an American owned and operated business process outsourcing company operating in Southeast Asia. Matchbox Mobile - Gear Inc provides industry leading Image Moderation, Social Media Management, IT Consulting, Application Development, Game Development, and Outsourcing Services. We are experts in moderating online user generated content.

Responsibilities:

• Provide mentoring, coaching, and direction to team members (of approximately 15-25 members); Handle client inquiries and provide appropriate solutions and alternatives within the time limits to ensure resolution;

• Lead team members,

• foster their professional development and growth via effective coaching and proactive communication, and enhance teamwork and cooperation;

• Follow communication procedures, guidelines, and policies; Subject Matter Expert to all operations functions (People, Performance, Process);

• Responsible for ensuring and achieving all Service Level Agreements (SLA) and contractual Key Performance Indicators (KPIs);

• Set goals for individual and team levels and ensure to achieve targets;

• Manage team scorecard performance and retention goals; Identify performance-related issues, develop Corrective Action - Preventive Action (CAPA) plan for improvement, and demonstrate proactive approaches in any situation;

• Be able to report on data or team and/or team members' performance, and overall condition/state to immediate supervisor proactively and as needed.

• Manage team schedules and staffing levels in compliance with the organization policy

Key Skills and Experience:

• Bachelor’s Degree or Higher in any relevant field

• 1 year experience in BPO service (customer care - moderation - service analysis)

• Has at least 6 months of experience in people management

• Strong English communication skills, both oral and written. (Eng - C1 Level)

• Willing to work on weekend and public holiday

• Able to work on shifting schedules including night shifts

• Willing to be placed in Denpasar, Bali (Full WFO)