PE Team Lead Content Moderation

Summary

Join Keywords Studios as a PE Team Lead - Content Moderation and play a crucial role in project success, bridging the company and clients. Lead and train teams, manage schedules, and ensure smooth operations. Monitor project KPIs, create reports, and address client issues. Develop training materials and maintain project knowledge bases. The role requires strong leadership, communication, and analytical skills, along with experience in content moderation and team management. Flexibility and proficiency in multiple languages are valued assets. This position offers the opportunity to make a significant impact on project success and team performance.

Requirements

• At least 6 months of experience as a Shift Lead
• Excellent English skills
• Flexibility in Shift Schedule
• Good understanding of Content Moderation tools and processes
• Ability to read/interpret reports

Responsibilities

• Manage, set goals, and lead teams of specialists of varied sizes, both locally and remote
• Proactively address project issues with teams and Project Manager to prevent disruptions
• Uphold studio policy, process, and security standards as well as ensuring that project-related knowledge bases are up-to-date
• Serve as an escalation point for client's customer issues
• Train, coach shift leads, and conduct weekly one-on-one coaching sessions
• Provide appropriate positive recognition and disciplinary warnings
• Manage vacation requests, monitor attendance, and address lateness or absences
• Monitor and manage ticket databases to ensure project KPIs and SLAs are met
• Regularly review daily reports to identify and resolve anomalies
• Create CRM/tool views for enhanced visibility and reporting
• Maintain awareness of project status and provide regular reports to Operations Manager
• Conduct regular quality control checks, identifying coaching opportunities within project processes
• Create CRM/tool views for enhanced visibility and reporting
• Develop training materials and assist in identifying areas for training material enhancement

Preferred Qualifications

• Ideally at least 12 months of experienced in Keywords Studios
• Proficiency in another language (especially Japanese) would be an asset
• Ability to multitask and prioritize efficiently; work well under pressure and be flexible to change
• Strong leadership skills and decision-making abilities; power to lead by example, encouraging others to keep a high standard of accuracy
• Conflict management skills and providing constructive feedback
• Ability to understand and meet deadlines
• Self-motivation, innovative and analytical skills with strong attention to detail and accuracy
• Ability to evaluate personnel and identify talent
• Familiarity with Helpshift, Zendesk or other ticketing platforms, Google suite
• Flexibility with working weekends