Senior Team Leader

About the role

The Senior Team Leader will oversee a group of content moderators, ensuring that platform guidelines are consistently applied and that a safe, courteous online environment is maintained. This position combines people management, quality assurance, and policy enforcement within a fast‑paced BPO setting.

Key responsibilities

• Lead, mentor and evaluate a team of chat moderators and team leads.
• Conduct regular team meetings, performance reviews and provide constructive feedback.
• Handle escalations, complex cases and client communications promptly.
• Monitor adherence to platform policies, conduct audits, and implement quality‑assurance procedures.
• Update the team on policy changes and collaborate with the content policy department.
• Track productivity metrics, generate reports and adjust resources based on volume trends.
• Ensure roster compliance, manage shrinkage and maintain optimal floor staffing.

Required profile

• Bachelor’s degree in communications, psychology, sociology or a related field.
• Fluent English (minimum C1 level) with excellent written and verbal communication.
• Proven experience in BPO or a similar environment, preferably in content moderation.
• Strong leadership, team‑management and interpersonal abilities.
• Ability to work under pressure and handle sensitive material.

Required skills

• Proficiency with moderation software and related tools.
• Analytical and problem‑solving capabilities.
• Attention to detail and decisive decision‑making.