You will be responsible for leading a team of Content Moderators whose role is analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual and you may be exposed to flashing lights or contrasting light and dark patterns.Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accen​ture’s well-being support program, designed specifically for the Trust andamp; Safety community, provides valuable skills to promote individual and collective well-being. 

What will you do:

• Motivate and strategize how the team will meet efficiency, productivity and consistency targets
• Perform twice a month check-point on the analyst’s performance using scorecards as a point of discussion
• Chart a career development plan for the analysts and provide guidance on how to achieve personal and career goals
• Elevate and escalate red flags to management on a duty of care perspective
• Ensure that team schedules are communicated; leave requests are attended to and team attendance is monitored. Chronic absences should be managed.
• Guarantee that base operational expectations and information security policies are enforced
• Identify improvement opportunities in workflows and suggest solutions. Create a culture of innovation
• Facilitate team meetings and team huddles
• Create an engaging and fun work atmosphere for the team
• First point of escalation and clarification on HR-related matters and concerns
• Course correct non-performing metrics and analysts through root cause analysis and solid action planning
• Perform monthly sit down sessions to gather insights and innovation ideas
• Execute administrative functions inside the team (i.e. time report reviews) and HR disciplinary actions (if needed)
• Ensure that Agents/SMEs/QA’s are performing their duties and responsibilities

Basic Qualifications/Skills Needed:

• Graduate with minimum 2 years of working experience, preferably with experience in leading teams
• Ability to analyze data and generate meaningful insights to drive performance improvements.
• Flexibility to manage unexpected challenges and adjust plans accordingly
• Strong coping, emotional resilience and adaptability to dynamic environment 
• Great oral and written communication skills in English - C1
• Ability to motivate teams and rally the group toward organizational goals
• Excellent oral and written communication skills.
• Passion for learning and creative problem-solving.
• Strong knowledge of cultural context in the user countries supported
• Good knowledge of language of the countries supported is an advantage
• Analytical frame of mind.
• Availability to work in shift working system (including night shifts and weekends)
• Availability to work fully from Warsaw office (Proximo II, Przyokopowa Street)