Trust & Safety Operations Team Lead (Japanese)
You will be responsible for leading a team of Content Moderators whose role is analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual and you may be exposed to objectional and sensitive content.
Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.
Roles & Responsibilities:
Conducting Huddles: Lead daily Pre-Shift and Post-Shift meetings to discuss Performance, Process updates, and Organizational initiatives
Task Management Guidance: Provide daily guidance to team members on how to efficiently manage their day-to-day tasks.
SLA and KPI Achievement: Lead the team to meet SLAs and KPIs defined by the process and the client.
Performance Reviews: Conduct regular performance reviews (Monthly, Quarterly, and Yearly) for the entire team and implement Corrective Action Plans or Performance Improvement Plans as needed.
Training and Quality Coordination: Collaborate with the training team to identify Training Needs (TNI) and Assessments (TNA) and develop training plans for the team. Work with Quality Analysts to identify areas of improvement and process gaps, ensuring corrective actions are taken.
SOPs and Documentation: Create/ Manage Standard Operating Procedures (SOPs) and process documentation for all client deliverables. Partake in the knowledge dissemination process.
Individual Connects: Hold regular one-on-one meetings with team members to understand their performance, grievances, career aspirations, and interests, providing coaching and support accordingly.
Performance Reporting: Reporting: Provide insights and data for Weekly Business Review (WBR) and Monthly Business Review (MBR) presentations. Publish performance reports on a Daily, Weekly, and Monthly basis. Leave Management: Implement a planned approach for managing team shrinkage through a Leave management system. Attendance Tracking: Accurately track team attendance.
PURPOSE OF JOB
Designation: Delivery Operations Team Lead
Qualifications: Any Graduation
Years of Experience: Above 2 - 3 years
Language : Proficient in Japanese and English
Skills Required:
Active listening : Understand team members’ concerns and provide effective feedback.
Problem-solving and Critical Thinking: Analytical skills to identify issues, assess situations, and find practical solutions and ability to think critically and make informed decisions under pressure.
Performance Management: Skill in setting performance goals and monitoring team members progress and capacity to provide constructive feedback and coach team members for improvement and create improvement plans.
Technical / Domain Proficiency: Strong understanding of the relevant business process and industry-specific tools and proficiency in using software and systems necessary for team operations, which results in ability to analyze data and generate meaningful insights to drive performance improvements.
Conflict Resolution: Capability to manage conflicts within the team and mediate disputes and skill in maintaining professionalism and promoting harmony in challenging situations
Adaptability and Flexibility: Openness to change and ability to adapt to evolving business requirements and flexibility to manage unexpected challenges and adjust plans accordingly.
Client and Stakeholder Management: Strong interpersonal skills to interact with clients and stakeholders, and ability to understand client expectations and manage relationships effectively.
Attention to Detail: Thoroughness in reviewing and validating work for accuracy and quality with ability to identify process gaps and areas for improvement.
Ethical and Professional Conduct: Adherence to ethical standards and professionalism in all interactions and committed to maintain confidentiality and data security.
Emotional Intelligence: Awareness of and ability to manage emotions, both for oneself and when interacting with team members, and be a team player and value cohesiveness.
Step Up: Expectation to cover the roles of Trainer/ QA / SME where required
#LI-GM
Kuala Lumpur
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