Team Lead

Team Lead

with English

with English

You will be responsible for leading a team of Content Moderators whose role is analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual and you may be exposed to flashing lights or contrasting light and dark patterns.Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accen​ture’s well-being support program, designed specifically for the Trust andamp; Safety community, provides valuable skills to promote individual and collective well-being.

What will you do:​

• Motivate and strategize how the team will meet efficiency, productivity and consistency targets
• Drive team engagement as well as maximize retention
• Contribute to new talent acquisition as well as talent development within the team
• Regularly / frequently check in with team members on their performance using scorecards as a point of discussion and dedicate time to discuss their concerns and aspirations as relevant. Prepare RCA for missed metrics with team members as needed
• Help team members craft their career development plans help provide guidance on how to achieve career goals
• Elevate and escalate red flags to management on a duty of care perspective
• Help prepare schedules. Ensure that said schedules are communicated on time, leave requests are attended to and team attendance is monitored
• Guarantee that base operational expectations and information security policies are enforced
• Facilitate team meetings and team huddles
• Act as first point of escalation and clarification on HR-related matters and concerns
• Identify improvement opportunities in workflow, and/or team structure and suggest solutions. Help create a culture of innovation
• Identify opportunities to improve user experience and communicate to delivery lead and client teams.
• Manage ad-hoc operational projects and process improvement initiatives as per client requirements.
• Interface effectively with other teams, delivery lead and client teams.

Basic Qualifications/Skills Needed:

• Graduate with 2-6 years of working experience, preferably with experience in leading teams / managing projects
• Ability to analyze data and generate meaningful insights to drive performance improvements
• Flexibility to manage unexpected challenges and adjust plans accordingly
• Strong coping, emotional resilience and adaptability to dynamic environment
• Willingness to have courageous conversations with team members, provide feedback and recognize efforts while demonstrating genuine care for them
• Great oral and written communication skills in English - C1, as well as storytelling skills
• Ability to motivate teams and rally the group toward organizational goals
• Passion for learning and creative problem-solving
• Strong knowledge of cultural context in the user countries supported
• Good knowledge of language of the countries supported is an advantage
• Ability to collaborate with stakeholders at different levels of seniority in delivery centers in different countries / continents
• Analytical mindset
• Availability to work in shift working system (including weekends and public holidays)
• Availability to work from Warsaw office (Proximo II, Przyokopowa Street) - minimum 60% of work from office expected