Agility Services—Content Review Team Lead

  1. Austin,TX
  2. Sep 02, 2017
  3. Government : Military


The Content Review Team Lead will be responsible for assisting the Manager in meeting site metrics and goals, and will supervise a team of up to 20 performing content review/moderation.  The Team Lead will also conduct periodic coaching sessions and performance evaluations of his/her team members.  S/he is also responsible for distributing the workload among his/her team members.


Day-to-day responsibilities may include, but are not limited to:

  • Provide mentorship, guidance, and career development to team
  • Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more scalable solutions
  • Serve as a functional and global liaison in developed areas of expertise
  • Establish team goals and work with direct reports on strategies for executing, measuring progress, increasing operational efficiency, and sharing results
  • Conduct daily game plan to efficiently allocate workload, continue to monitor queues for variations. and make adjustments as necessary to meet SLAs
  • Implement escalation channels in accordance with mutually agreed upon procedures
  • Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions
  • Identify actionable insights, suggest recommendations, and influence team strategy through effective communication
  • Advocate for users within their market, partnering with global and cross-functional teams to develop global solutions
  • Perform special projects as needed in addition to daily responsibilities


Basic Qualifications

  • Bachelor's Degree OR High School Diploma plus a minimum of 3 years relevant work experience
  • Minimum 2 years of relevant work experience
  • Minimum 1 years of prior people management experience
  • Supervisory experience should include: management reporting; managing measured team productivity; managing in a productivity-driven environment; organizing staff; and supervising workload for maximum efficiency
  • Experience with escalation management and managing projects to established SLAs
  • General knowledge of Human Resources policies and procedures
  • Flexibility to work straight night shift and overtime; or swing shift
  • Demonstrated experience delivering effective business operations, tackling complex problems, and developing individual team members
  • Proficiency in Microsoft software for office productivity, including Word, Excel, and PowerPoint


Preferred Skills / Experience

  • Global operations experience
  • Knowledge of multi-cultural communications and cultural context in supporting other countries

Professional Skills Requirements

  • Excellent communication (verbal and written), facilitation and interpersonal skills, including the ability to clearly communicate in a dynamic environment across all levels
  • Ability to manage a variety of constituencies with competing priorities, manage multiple tasks simultaneously, and thrive in a complex, fast-paced environment with multiple priorities
  • Passion for corporate mission and ensuring a world class user support experience
  • Analytical with strong problem-solving and troubleshooting skills and the ability to exercise mature judgment and structured decision-making
  • Quick learner and adaptable to learn new processes, concepts, and skills
  • Excellent organizational and time management skills
  • Results-oriented, self-directed, and inquisitive
  • Strong attention to detail coupled with a desire to deliver accurately, efficiently, and to a high standard
  • A reliable, proactive approach to entrusted tasks
  • Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities
  • Highly motivated with the ability to thrive in a fast-paced, high energy, and demanding team-oriented environment
  • Proven track record of collaborating with cross-functional groups to produce results


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