Shift Lead

Responsibilities

- Manage and direct the daily activities of the team leaders, including creative resource planning and implementing operational strategies.- Work closely with WFM in managing incoming trends and queues management, skills routing and business continuity plan.- Carry out needs assessment and performance reviews to assist team leaders for their respective moderators.- Setting and meeting performance targets for efficiency and quality through frequent coaching, team meeting, huddle, one to one, team improvement plan- Act as subject matter expert for all work-related duties- Working close with QTP in practicing and ensuring compliance with all Trust and Safety policies and procedures of the companyQualifications- Sound knowledge in working from a BPO context, internet company or social medical platform companies- Experienced being a team leader for at least 3 years/team management- Fluent spoken and written in English.

- Flexible to take overnight shift where required- Eager to work in a fast pace environment and ;- Has a start-up attitude and can work independently when required