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Besedo is a fast growing tech-company providing tools and services to online marketplaces around the world.
At Besedo, our moderation teams are at the core of our business and essential to our success. We invest in our co-workers and love to see our employees grow with the company. We are now looking to employ a dynamic and positive-minded Team Leader to strengthen further our growing operations within Malta office.
About the Role:
Take full responsibility for the operation of the team under your responsibility and ensure that it is delivered in accordance with the targeted profitability as well as agreed service levels. Be pivotal in the success of the assignment and proactively work to:
Assume responsibility for the people aspect of the team and adopt a hands-on approach in the recruitment, training, performance monitoring, coaching, motivation and leadership of agents within the team.
Ensure that service level agreements in terms of quality and quantity regarding user experience, Besedo layers and agent performance are within the provision of the service.
Maintain and extend the relationship with the Client where necessary in order to clarify their expectations and deliver agreed services.
Your Role and Responsibilities:
Where necessary assist in ensuring all assignment related relevant systems, manuals, instructions and user guides are updated / reviewed as often as necessary.
Strive to understand the economics of the assignment the team is working together.
Propose changes to efficiency to your Team Manager whenever there is an opportunity to increase productivity (without jeopardizing quality).
Assist where necessary implementation of new technical procedures / changes in the assignment.
Where possible and time permits, be actively involved in the process for recruitment of staff.
Be responsible for the day-to-day management of agents in the team and generally inspire, coach, stimulate and motivate all agents to reach targets, maintain discipline, and reduce staff turnover.
On a weekly basis, analyses and evaluate agent performance and meet with Team Manager to discuss development and agree upon initiatives as well as review past actions.
Holding 1-2-1 appraisals with agents in accordance with standard operating procedures as well as delivering ongoing feedback to agents regarding their efficiency and quality.
Assist where necessary to ensure all staff within your team is sufficiently trained to perform the required tasks.
Submit statistical / performance / progress reports to the team manager or client partner as required.
Handle shift swaps, vacation requests and sickness leave and plan overtime if needed.
Skills, Knowledge & Expertise:
Fluent in English and in one of the following languages: Croatian, Czech, Slovak, Slovenian, Dutch or French. (written and spoken)
Previous experience in customer care would be considered as an asset
Previous experience leading a team (10+) would be considered as an asset
Very good computer skills (especially MS Office)
Understanding of strategic direction and organization priorities (needs)
Managing others and relationships
Strong communication skills
Excellent interpersonal skills and a collaborative management style
Ability to monitor performance, provide feedback and take appropriate action
Ability to apply effective team decision making and problem solving techniques
Proactive work attitude and be a role model and lead by example
Willing to work on shift including Saturdays, Sundays and public holidays
An opportunity to make a positive impact on the digital world
A stimulating and rewarding job in a fast-moving, innovative and international tech-company
Private Health Insurance
Fun events, great colleagues and a fresh, playful workplace
Re-location packages for international applicants
Free shuttle service after the late shift
Besedo is a Swedish company with offices in six locations around the world, providing content moderation solutions to leading online marketplaces, dating sites and sharing economy services. Our automation tool, Implio, facilitates fast and easy moderation, often in combination with our manual services. We recently merged with ioSquare, a developer of artificial intelligence and machine learning, to take our tech into the future and remain in the forefront. Read more about content moderation and Implio in our blog: implio.com/blog.
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