Team Leader - Operations

Key Deliverables:

• Manage team productivity, quality, attrition, and shrinkage for 50–100 FTEs.
• Drive CSAT improvements through process review and coaching.
• Monitor and manage AHT, SLA, and IC targets across tenure groups.
• Conduct TNI, one-on-one coaching, and performance reviews.

Role Responsibilities:

• Lead and supervise a large team in an international content moderation process.
• Provide performance coaching, handle escalations, and support floor operations.
• Ensure adherence to operational metrics and compliance requirements.
• Identify and implement process improvements to boost team performance.