About the job
Gear Inc is an American owned and operated business process outsourcing company operating in Southeast Asia. Matchbox Mobile - Gear Inc provides industry leading Image Moderation, Social Media Management, IT Consulting, Application Development, Game Development, and Outsourcing Services. We are experts in moderating online user generated content.
Senior Team Leader (STL) leads and supervises a team of content moderators and Team Leaders, ensuring that platform content guidelines are followed to maintain a safe, respectful online environment. In this role, the STL not only monitors and guides the moderation team but also serves as an extended arm of Operations Management, driving operational excellence across assigned clusters.
The entire recruitment process at Gear Inc. is conducted using authorized and secure platforms, and all information provided during the process is strictly accessed for recruitment purposes only.
For more information, please visit our websites: https://www.gearinc.com/
Key Responsibilities:
1. People Management
- Supervise a cluster of 56 Team Leaders and BPO QA, providing direct leadership, coaching, and succession planning.
- Mentor and support Gear Up enrollees team leaders, especially those in the bottom performance quartile.
- Conduct regular team and cluster meetings to ensure alignment on priorities and performance goals.
- Monitor and manage roster adherence and team shrinkages to maintain productivity and floor presence.
- Promote team engagement through transparent communication and recognition of achievements.
2. Client & Stakeholder Management
- Act as a primary client contact during site visits, business reviews, and issue escalations.
- Ensure timely and professional responses to client inquiries, maintaining a high standard of communication.
- Support Operations Managers in preparing materials and presentations for internal and external stakeholders.
- Manage client escalations with urgency and professionalism.
3. Operational & Administrative Support
- Serve as the backup for the Operations Manager when required, including during absences or high-demand periods.
- Assist in creating or delivering reports, one-pagers, or relevant operational documents as needed.
- Lead by example during BAU and governance meetings, ensuring punctuality, preparation, and follow-through.
4. Performance & Quality Management
- Drive performance improvements across the cluster, with focus on both high and low performers.
- Work closely with QA and SQA teams to analyze accuracy, speed, and process adherence.
- Track and drive KPIs such as AHT, UR, Accuracy, and Integrity Metrics.
- Share action plans when deviations from KPIs occur and ensure follow-up on progress.
5. Policy and Communication
- Keep up to date with platform guidelines and internal policies; ensure team awareness and compliance.
- Conduct briefings and policy/process updates to TLs and moderators as needed.
- Coordinate with the content policy team to suggest improvements and provide policy feedback from the floor.
- Ensure all team members receive timely information regarding updates, changes, and expectations.
6. Leadership Behavior
- Operate with high accountability, autonomy, and adaptability in a fast-paced environment.
- Demonstrate strong written and verbal English communication.
- Display analytical thinking in interpreting data and making performance decisions.
- Model respect, open communication, constructive feedback, and proactive conflict resolution.
- Foster a culture of teamwork, continuous learning, and operational excellence.
Qualifications:
- Must have held a position as a Team Leader, Quality Analyst, or Trainer in another BPO company for at least one year
- Fluent in English. At least C1 level.
- Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.
- Strong team management and leadership abilities.
- Excellent interpersonal and communication abilities.
- Proficiency with software and tools for moderating.
- Problem-solving and analytical thinking skills.
- Understanding of the rules and regulations for internet platforms.
- Ability to manage delicate material and perform under pressure.
- Knowledge of the moral and legal issues involved in content moderation.
- Decisiveness and attention to detail.
- Willing to work on shifting arrangement, including weekend and public holiday.
Benefit:
- Attractive basic salary
- Allowance (attendance, transportation)
- Mental Health Care service (on site Psychologist and mental health application)
- BPJS Kesehatan
- BPJS Ketenagakerjaan
- Private Health Insurance
- Paid leave (12 days/year)
- Monthly fantastic internal events
Working Environment
- Regular working hours, we work 40 hours per week
- International, fun, and English professional working environment
- Working closely with experienced foreign experts
- Free drinks (coffee, tea, etc.)
- Training and career development opportunities
- Sport activities and game room for everyone.
Working Hours: 8 hours per day.
Working Location:
- Voza Tower. Jl. Mayjen HR. Muhammad No.31, Putat Gede, Kec. Sukomanunggal, Surabaya, Jawa Timur 60189.
