- Create an inspiring team environment with an open communication culture.
- Supervise team members of 20 moderators and overseas day to-day operations.
- Monitor team and individual team members performance and report on KPI’s and meet individual and team performance targets.
- Identify performance issues, discover training needs and opportunities for improvement.
- Provide coaching and appropriate solutions and follow up to ensure resolution.
- Listen to moderators’ suggestions and feedback, gather accurate and valid information and quickly resolve any issues or conflicts.
- Participate in SOP and policy calibrations.
- Perform random quality audits, identify errors and perform real-time corrective actions.
- Follow communication procedures and adhere to company guidelines and policies.
- Excellent communications skills, speaking, reading and writing in English and Bahasa.
- Content moderation work experience is a plus but not required.
- Have at least 2 years of experience in leading teams as a team leader or in a similar capacity within a customer service, support or BPO work environment.
- Good Organizational and time-management skills and good work ethic.
- Proficient skills with MS Office and Google Drive.
- In-depth knowledge of managed services industry performance metrics.
- Creative thinking, good problem-solving and analytical skills.
- Good knowledge of websites/ social media platforms.
- Willing to work on public holidays and shifting schedules including night shifts.
Perks and Benefits
- Paid Sick Leave
- Free Lunch or Snacks
- Medical / Health Insurance
- Creative Thinking
- Analyzing Data
- Problem Solving
- Job Level
- Associate / Supervisor
- Job Category
- General Services
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Office Address
- Surabaya, East Java (Jawa Timur), Indonesia
- 15 openings
About Gear Inc
Gear Inc is a US software engineering company started by industry veterans with 8+ years of silicon Valley experience we strive to provide high-impact and reliable programming service corporations all around the world. We are capable of quickly learning and implementing almost any type of programming system. This silicon Valley owned company has its main based in Hanoi, Vietnam, and offices in Danang, Vietnam, The US, The Philippines, India, Thailand, and Indonesia.