Arabic Team Leader for video streaming platform project
há 3 dias

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Team Leader is responsible for the day-to-day activities and guidance of their team members and requires candidates who can set targets, implement guidelines, and assist with any issues the employees may have.

A Team Leader needs to be focused on People Management, Continuous Process Improvement and SLA Management for the client .

The Team Leader is expected to ensure 100% compliance to SLAs, including but not limited to Quality, Utilization and Production.

The TL should be able to display a high level of confidence in maintaining compliance to both Client and Cognizant policies, and Code of Ethics.

The project involves moderation of content (images / text / videos) to tag it to accurate labels based on policies for one of the Largest Technology giant.

As part of the contractual obligations, the client expects the team to follow certain policy guidelines, meet TAT, Productivity and monthly quality as per the target


Ensuring work schedule adherence and SLA achievement on a daily, weekly & quarterly basis

Excellent SLA management skills & should have experience in preparing and reviewing RCA with the team

Motivate and drive the team to ensure timely deliverables

Assignment and allocation of work between team members to ensure effective load balancing

Manage both internal (quality, training and corporate teams) and external (client) stakeholders

Weekly meetings with the team regarding process status, results, health and other relevant subjects

Track and report daily volumes and quality stats to the Manager and other stakeholders

Creating weekly, monthly & quarterly reports on project development, timelines, and results

Ensuring proper adherence to client standards in the process, including but not limited to policy updates

Preparing presentations by collecting, analyzing and summarizing information and trends

Cooperating with the HR team in performing candidate interviews to select the best candidates for the Operation and performing oral language validations


Minimum of 1 year of relevant experience (team leading / team supervising in terms of quality and / or process knowledge + client-facing experience) in business process outsourcing company or comparable service environment

Previous experience working in multicultural and multilingual operations for international clients

Excellent native level written and spoken communication skills in the language of support

Good grasp of the English language


Strong proficiency using Google products, including Gmail, Calendar or Google Drive

Flexible to work in assigned shift timings as per process requirements

Experience in training, customer service, workflow management, reporting, handling SLAs, coaching and appraisal (preferable)

Strong keyboard and analytical skills

Ability to perform in challenging situations

Experience with confidential information collection and management (preferable)

Soft skills

Excellent organizational skills with a detail-oriented and analytical approach to problem solving

Excellent communication (verbal and written), including the ability to clearly communicate in a dynamic environment across all levels

Excellent work ethics and the ability to work independently

Able to adapt quickly to changes in workflows, such as updates in policies and guidelines

Able to prioritize and manage tasks efficiently under pressure and short timelines

Able to manage critical situations in the process

Set a healthy environment in the team and positive mind frame in the individual

Ability to work in a fast-paced, constantly evolving environment

Understanding of departmental policies and procedures

We offer

Pleasant and inspiring working atmosphere

Opportunity to be part of a rapidly expanding global organization with irreproachable reputation

Professional development and clear career path

New office facilities in a convenient location in Lisbon

Training & development opportunities

Competitive salary & relocation allowance and assistance

Free fruit, coffee, tea and water and a lot more!


Lisbon (Portugal) - work from home (but you must be based in Portugal)

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