Team Leader Trust and Safety

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Job Description

Experience the power of a game-changing career

Are you looking for what’s next? We’re a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Essential Functions & Core Responsibilities

• Lead the day-to-day operations of a team of associates, ensuring effective performance management, attendance monitoring, and compliance with company policies and applicable legal requirements.

• Provide ongoing coaching, mentoring, and performance feedback to team members through regular one-on-one sessions and performance reviews to achieve and exceed operational targets.

• Identify performance gaps, develop improvement plans, and implement appropriate corrective actions in line with company policies.

• Drive team performance to consistently meet or exceed contractual Key Performance Indicators (KPIs), quality standards, productivity goals, and financial expectations.

• Communicate business objectives, performance expectations, and process updates clearly and effectively to team members.

• Serve as a point of escalation for complex customer, operational, or workflow-related issues, providing guidance and resolution support when required.

• Conduct regular team meetings, calibration sessions, and engagement activities to ensure effective communication, knowledge sharing, and team development.

• Monitor operational trends and team performance metrics, proactively identifying opportunities for improvement and implementing action plans.

• Maintain up-to-date knowledge of internal processes, policies, procedures, and client requirements while participating in leadership and development programs.

• Foster a positive, inclusive, and high-performance work environment by promoting company values and acting as an advocate for team members.

• Support workforce planning, resource allocation, and scheduling activities to ensure optimal business coverage and operational efficiency.

Required Qualifications

• Associate's degree or equivalent work experience preferred.

• Minimum of 1 years of relevant experience in team management, customer support, operations, BPO, shared services, trust & safety, or a related environment.

• Proven experience leading, coaching, and developing teams to achieve operational and performance objectives.

• Strong analytical and problem-solving skills with the ability to interpret performance metrics and take appropriate action.

• Excellent verbal and written communication skills.

• Ability to thrive in a fast-paced environment, effectively manage multiple priorities, and meet deadlines.

• Demonstrated ability to build strong working relationships and motivate employees to achieve business goals.

• Strong organizational skills and attention to detail.

• Flexibility to work in a dynamic environment and adapt to changing business needs and schedules.

• Previous experience in a Team Leader, Supervisor, or people-management role within a contact center, BPO, Trust & Safety, or operations environment.

• Experience in Content Moderation operations is highly desirable, including managing teams responsible for reviewing user-generated content, enforcing platform policies, handling sensitive content, and meeting quality and productivity targets.

• Experience managing KPI-driven environments with a strong focus on quality, productivity, customer experience, and compliance.

• Knowledge of workforce management practices, performance improvement methodologies, and employee engagement initiatives.

• English (C1+) mandatory.

Career growth and personal development

We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed. At Concentrix, there’s a real career and personal growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.

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