Call Centre Team Leader

Call Centre Team Leader – Moderation

Bucharest, Romania

€2400-2600 per month gross + benefits

Collaborating with other teams you will develop standards and policies, implement processes, tools, and scalability plans in continuous alignment with the platforms vision.

Job Duties

• Own - content moderation policies and processes, guidelines, runbooks, appeals process, and edge case scenario planning. Relationship with the Moderation team, liaising with internal stakeholders and partners regarding all things related to games platform content moderation
• Collaborate - With stakeholders such as publishing, developers, community, operations and the Moderation team to ensure continuous alignment with the vision and content moderation best practices. With the team to optimize process and policy for quality, accuracy and efficiency, as well as optimize for global coverage during this time of growth
• Execute - Be the business owner for the results of content moderation. Work directly with the Moderation team to collect data and analytics and make necessary adjustments to provide creators and partners with the best store experience possible, and identify new opportunities to enhance existing organizations, services, processes and policies. Define and maintain appropriate and effective SLA’s alongside high quality reviews
• Review and moderate the platform by following the policies, processes, and guidelines and provide decision based on prescribed guidelines
• Review and investigate 3D, visual, graphic, audio, and text content for violation of policies and guidelines. (For example slurs, cuss words, adult content and uncivil content)
• Recognize trends and patterns and raise issues timely
• Maintain a thorough understanding of process and policies
• Should have native/Near native communication skills(Written)
• Review and moderate all user-generated content and user profiles (Either pre-, post- or reactive moderation) within the games platform.
• Maintain the Moderation Guidelines.
• Provide daily reports to the Manager with moderation statistics
• Accountable for performance standards (Efficiency, Quality) in a weekly manner
• Use market specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of our clients community of gamers

Experience Required

• 2 Year to 3 Years’ experience in content moderation
• Understanding of online community platform moderation tools (Forums, Blogs, Photo Uploads, Commenting etc.).
• Good knowledge of internet culture.
• Strong organizational and multitasking skills, and a proactive approach
• Able to work rotational based shifts
• Able to quickly adapt to changing situations and take on new challenges.
• Team player, detail focused and reliable
• Good technical understanding and can pick up new tools quickly
• Education -Graduate/Post Graduate/Diploma
• Must have work permission for Romania