Job Description

Job summary

Key Responsibilities:

Mentor/lead supervisors (TLs) and moderators, conduct performance reviews, coaching, handle escalations, manage scheduling (rosters) and shrinkage. Monitor KPIs (AHT, SLA, Quality, CSAT, Attrition), set objectives, drive productivity, and ensure adherence to targets. Reviewing sensitive/graphic content (images, video, text) to meet community guidelines, ensuring consistency and upholding platform standards. Ensure compliance with client content policies and work with policy teams on updates. Manage budgets, resources, and implement process improvements to enhance workflow and quality. Handle client escalations, provide reports, and collaborate with HR/Training for recruitment and staffing. Scale operations up or down quickly to meet demand shifts.

Required Qualifications and Skills

Leadership, coaching, problem-solving, data analysis (KPIs), communication, resilience, cultural sensitivity, attention to detail. Typically requires 2-3 years of experience in team handling and specific experience in content moderation is often mandatory. Flexibility to work in rotational shifts (24/7 environment) and adapt quickly to evolving policies and platform changes. Proven people management skills, with the ability to lead, mentor, and motivate teams in a dynamic, fast-paced environment. The ability to handle exposure to potentially objectionable and sensitive content (e.g., graphic, violent) with professionalism and resilience. Familiarity with moderation tools, content management systems, and MS Office (especially Excel and presentation tools).
Job Types: Full-time, Permanent

Pay: ₹40,000.00 - ₹45,000.00 per year

Benefits:

Health insurance Provident Fund
Work Location: In person