Call Center Team Leader

Call Center Team Leader - Social Media Moderation

The Call Center Team Leader – Social Media Moderation is responsible for leading a team of content moderators who review and enforce platform policies across social media channels. This role ensures moderators maintain quality, productivity, and policy compliance while supporting a healthy and professional work environment. The Team Leader provides coaching, real-time support, performance management, and operational oversight to ensure moderation standards and service level agreements (SLAs) are consistently met.

Key Responsibilities

Team Leadership

• Lead, coach, and develop a team of social media moderators in a call center or operations environment.
• Conduct regular 1:1 meetings, performance reviews, and coaching sessions to improve team performance.
• Monitor team morale and provide support to ensure a positive and resilient work environment.
• Facilitate daily team huddles to review priorities, policy updates, and performance expectations.

Operational Management

• Ensure the team meets key performance metrics including quality, productivity, adherence, and SLA targets.
• Monitor real-time queue performance and allocate resources to maintain operational efficiency.
• Support escalations involving complex or sensitive moderation cases.
• Ensure moderators apply platform policies accurately and consistently.

Quality & Compliance

• Review moderation decisions to ensure adherence to content policies and community guidelines.
• Partner with Quality Assurance teams to address performance gaps and implement improvement plans.
• Identify trends in moderation errors or policy misunderstandings and deliver corrective training.
• Maintain confidentiality and compliance when handling sensitive user content.

Performance Management

• Track individual and team KPIs such as:
• Quality scores
• Content review accuracy
• Productivity / volume of content reviewed
• Attendance and schedule adherence
• Develop performance improvement plans when necessary.
• Recognize and reward strong performance.

Communication & Collaboration

• Serve as the primary point of contact between moderators and operations leadership.
• Communicate policy changes, workflow updates, and operational priorities to the team.
• Collaborate with Training, QA, and Policy teams to improve moderation processes.
• Provide operational insights and feedback to leadership regarding trends in moderated content.

Required Qualifications

• 2–4 years of experience in a call center, trust & safety, or content moderation environment.
• At least 1 year of leadership or supervisory experience.
• Strong understanding of social media platforms and online community standards.
• Experience managing performance metrics and coaching employees.
• Strong conflict resolution and decision-making skills.
• Ability to work in a fast-paced, high-volume moderation environment.

Preferred Qualifications

• Experience managing teams in Trust & Safety or social media moderation operations.
• Familiarity with content moderation tools, ticketing systems, or workflow management platforms.
• Experience handling escalations related to sensitive or policy-violating content.

Key Competencies

• Leadership and team development
• Policy interpretation and enforcement
• Analytical thinking and problem solving
• Emotional intelligence and resilience
• Strong communication and coaching skills
• Operational and KPI management

Work Environment & Schedule

• Call center or operations environment.
• Operational hours are 8:00 AM – 2:00 AM, and team leaders must be able to support schedules within this coverage window based on business needs.
• May require shift work including evenings, weekends, or holidays.
• Exposure to potentially sensitive or disturbing online content as part of moderation oversight.