Team Leader - Content Moderation

About the role

The Team Leader – Content Moderation will supervise a group of call‑center associates, ensuring daily operations run smoothly and performance targets are met. This role combines hands‑on coaching, KPI monitoring, and escalation handling to deliver high‑quality service to customers.

Key responsibilities

• Supervise a team of call‑center associates, monitoring attendance and work compliance.
• Coach and motivate team members daily to achieve minimum weekly performance metrics.
• Identify performance issues, develop improvement plans, and implement corrective actions, up to termination.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Provide subject‑matter expertise for escalated customer calls.
• Conduct regular team meetings, organize activities, and communicate updates.
• Stay current on internal processes, policies, and attend required manager development training.

Required profile

• Associate degree in a related field (preferred) with 2‑4 years of relevant experience.
• Highly motivated with strong ability to develop and coach team members.
• Effective under pressure, strong follow‑through, and excellent written and verbal communication.
• Ability to lead multitasking, prioritize tasks, and meet deadlines.
• Willingness to work a flexible schedule.

Required skills

What we offer

• Opportunity to lead a dynamic team within a global organization.
• Professional development and manager training programs.
• Competitive benefits aligned with Concentrix standards.