We’re looking for a Team Lead to join our Trust and Safety team! This team helps keep our community safe by reviewing potentially violating content against our Content Guidelines.
As Team Lead, you’ll be responsible for daily supervision of a team. You’ll manage the workload of the team, make work assignments, and have responsibility for developing team members.
Key Responsibilities:
Be a Subject Matter Expert within your domain and the primary escalation point for your team
Manage a team of content moderators, enforce core values within the team and client, manage project operations, and make sure that SLAs are met on a daily basis
Be in charge of conducting daily huddles, weekly wrap up meetings and monthly meetings with the analysts and the management team
Measurement and management of the team’s success
Monitor risk within operations to be able to escalate to client and management in a timely manner
Maintain agent schedule, keep track of holidays and sick leaves
Identify gaps in customer policies, processes, and operations and drafts proposals accordingly to management
Able to work flexible schedules outside of normal business hours, including nights, weekends, and holidays
Basic Qualifications:
Excellent command of both spoken and written Russian and English
Minimum of 1 year of experience in a client-facing operations environment
Minimum of 1 year of experience managing & developing teams
Minimum of 1 year of experience with escalation management and managing projects to established SLA’s
Advanced knowledge of Microsoft Excel
Basic reporting and analytics experience
Preferred Qualifications:
Bachelor's Degree Preferred
Demonstrated experience in technical work environments with highly tech savvy teams
Experience operating in a fast-paced dynamic environment
Active social media user
Experience using Google Suite
Availability to work on 24/7 shifts
Professional Skill Requirements:
Proven success in contributing to a team-oriented environment
Ability to work creatively and analytically in a problem-solving environment
Excellent leadership, communication (written and oral) and interpersonal skills
Robust wellness and resiliency practices and ability to support team processing difficult content
We offer:
Stable job and career development opportunities
Great office at a top location
Attractive salary and additional incentives
Additional health insurance & Transportation allowance
Special discounts & offers (Food vouchers, Multisport cards, etc.)
Special benefits for our team members (Gym, yoga classes, massages and corporate psychologist in the office)
Positive international working environment (Relax zones, PlayStation and billiard corners)
Continuous support and learning
Employee referral bonuses & Recognition programs
If this opportunity sounds appealing to you, apply now! Send us your CV!
*Only shortlisted candidates will be considered.
About us: TELUS International Europe is the leader in the BPO sector in Bulgaria. The company has almost 50,000 team members across 20 countries. TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 50 languages.
РУ "Ангел Кънчев"