Trust & Safety Team Lead

Accenture•Austin, TX

3d•Onsite

About The Position

Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses. 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 Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being. As a Trust & Safety Team Lead , you will manage a team of Reviewers, provide coaching/feedback based on the performance/career growth. A team leader oversees a team size ~25 employees and motivates them to do their job efficiently to have optimum performance in the process. Provide objectives, develop reward systems to recognize and appreciate good performance which motivates employees. Assign all work schedules and commit the team to deliver, manage the quality of the work and drive the people management activities within the team. Ensure all governance check points are adhered. Note- The reported content could be sensitive or of graphic nature.

Requirements

This is an onsite role in Accenture’s downtown Austin office. You will be expected to relocate to and work in Austin, TX.
Must be flexible to work any shift including nights, weekends and holidays
The role requires candidate pass English Assessments with a minimum score of B2 for the written portion and C1 for the spoken portion
Minimum of 1 years’ experience with leading teams

Nice To Haves

Strong people management skills
Leadership, delivering feedback and coaching Skills
Strong oral and written communication skills
Motivational skills
Results oriented
Employee training experience
Interviewing skills
Self motivation
Strong relationship building

Responsibilities

Supports team manager and performs management duties when manager is absent or out of office
Demonstrates speed, agility, critical thinking, and problem solving skills in their work and an ability to ramp up quickly
Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
Focuses, motivates and inspires the team in a goal and results orientated way by driving optimum individual and team performance in order to deliver against agreed KPIs and targets
Assists management with hiring processes and new team member training
Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
Communicates deadlines and goals to team members
Develop strategies to promote team member adherence to company regulations and performance goals
Works on developing, measuring, and documenting improved efficiencies in workflow and system processes
Conducts team meetings to update members on best practices and continuing expectations
Delivers 1 on 1 conversations with Team members to address performance, work on development and any other item
Generates and shares comprehensive and detailed reports about team performance, mission related objectives, and deadlines
Interacts with Client answering inquiries and effectively handling Clients adhoc tasks
Works with flexibility to ensure achievement of SLA and Client satisfaction