We’re looking for a Team Lead to join our Trust and Safety team! This team helps keep our community safe by reviewing potentially violating content against our Content Guidelines. As Team Lead, you’ll be responsible for daily supervision of a team. You’ll manage the workload of the team, make work assignments, and have responsibility for developing team members.

Key Responsibilities:

• Be a Subject Matter Expert within your domain and the primary escalation point for your team
• Manage a team of content moderators, enforce core values within the team and client, manage project operations, and make sure that SLAs are met on a daily basis
• Be in charge of conducting daily huddles, weekly wrap up meetings and monthly meetings with the analysts and the management team
• Measurement and management of the team’s success
• Monitor risk within operations to be able to escalate to client and management in a timely manner
• Maintain agent schedule, keep track of holidays and sick leaves
• Identify gaps in customer policies, processes, and operations and drafts proposals accordingly to management
• Able to work flexible schedules outside of normal business hours, including nights, weekends, and holidays

Basic Qualifications:

• Minimum of 1 year of experience in a client-facing operations environment
• Minimum of 1 year of experience managing & developing teams
• Minimum of 1 year of experience with escalation management and managing projects to established SLA’s
• Advanced knowledge of Microsoft Excel
• Basic reporting and analytics experience
• Excellent command of both spoken and written French and English

Preferred Qualifications:

• Bachelor's Degree Preferred
• Demonstrated experience in technical work environments with highly tech savvy teams
• Experience operating in a fast-paced dynamic environment
• Active social media user
• Experience using Google Suite
• Availability to work on 24/7 shifts

Professional Skill Requirements:

• Proven success in contributing to a team-oriented environment
• Ability to work creatively and analytically in a problem-solving environment
• Excellent leadership, communication (written and oral) and interpersonal skills
• Robust wellness and resiliency practices and ability to support team processing difficult content

We offer:

• Stable job and career development opportunities
• Great office at a top location
• Attractive salary and additional incentives
• Special discounts & offers (Food vouchers, Multisport cards, etc.)
• Additional health insurance
• Special benefits for our team members (Gym, yoga classes, massages and corporate psychologist in the office)
• Positive international working environment (Relax zones, PlayStation and billiard corners)
• Continuous support and learning
• Employee referral bonuses

If this opportunity sounds appealing to you, apply now! Send us your CV!

*Only shortlisted candidates will be considered.

About us: TELUS International Europe is the leader in the BPO sector in Bulgaria. The company has almost 50,000 team members across 20 countries. TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 50 languages.

https://www.jobs.bg/job/5333919