Team Leader (BPO) - Content Moderation

Job Context:

Riseup Labs is looking for a Team Leader - Content Moderation to lead a dedicated back-office operations team supporting a leading global HR Technology and Social Media Background Screening company based in the United States.
The Team Leader will be responsible for managing day-to-day operations of Social Media Report Production Analysts, ensuring that the team consistently meets quality, productivity, turnaround time, attendance, and compliance targets.
The role requires a strong understanding of process-driven operations, excellent analytical and decision-making abilities, effective people management skills, and the ability to work with sensitive information while maintaining strict confidentiality and data security. The successful candidate will act as the primary operational point of contact between the Analysts and management, supporting escalations, performance management, quality improvement, and process adherence.

Job Responsibilities:

Team & People Management

• Lead and manage a team of Social Media Report Production Analysts.
• Conduct daily team briefings and communicate process updates, priorities, and operational requirements.
• Monitor attendance, schedule adherence, productivity, and individual team performance.
• Allocate workloads and ensure adequate queue coverage throughout the shift.
• Provide regular coaching, feedback, and performance guidance to team members.
• Identify performance gaps and implement appropriate improvement plans.
• Motivate the team and maintain a positive, professional, and performance-oriented work environment.
• Support onboarding, nesting, refresher training, and ongoing development of team members.

Operations & Queue Management

• Monitor daily workflow and ensure assigned queues are processed within defined turnaround times.
• Track workload volumes, pending queues, productivity, and operational capacity.
• Ensure analysts follow established workflows and Standard Operating Procedures (SOPs).
• Identify operational bottlenecks and proactively escalate risks that may impact delivery.
• Ensure tasks are appropriately distributed based on workload and team capacity.
• Coordinate with management on staffing requirements and operational priorities.

Quality & Process Compliance

• Monitor team quality and accuracy against defined quality targets.
• Conduct regular quality reviews and identify recurring errors or process gaps.
• Lead quality calibration sessions with Analysts and Quality teams.
• Ensure corrective actions are implemented following quality findings.
• Reinforce adherence to client guidelines, policies, and decision-making standards.
• Escalate complex, ambiguous, or high-risk cases to the appropriate management/client team.
• Support continuous process improvement initiatives.

Reporting & Performance Management

• Prepare and maintain daily, weekly, and monthly operational reports.
• Track key performance indicators including:
  o Productivity
  o Accuracy/Quality
  o Turnaround Time
  o Queue Volume
  o Attendance
  o Schedule Adherence
  o Error Trends
  o Escalations
•  Analyze performance data and identify trends, risks, and improvement opportunities.
• Provide regular performance updates to Operations Management.
• Ensure team and individual targets are clearly communicated and consistently monitored.

Training & Coaching

• Conduct process refreshers and coaching sessions based on identified performance gaps.
• Assist in developing training materials, process documentation, and knowledge resources.
• Support new-hire training, nesting, and transition to production.
• Work closely with QA to identify common errors and develop targeted coaching plans.
• Ensure team members remain updated on changes to client guidelines and SOPs.

Data Security & Compliance

• Ensure strict confidentiality of client information and background screening data.
• Enforce all company and client security, privacy, and compliance requirements.
• Ensure team members follow appropriate data-handling and access-control procedures.
• Immediately report any security, privacy, compliance, or policy violations.
• Promote a strong culture of professional ethics and information security.

Educational Requirements:

• Bachelor Degree

Required Qualifications:

• Bachelor's degree preferred.
• 2–4 years of experience in BPO, back-office operations, content moderation, trust & safety, data processing, research, KYC/AML, or a similar process-driven environment.
• At least 1 year of experience in a Team Lead/Supervisory role preferred.
• Strong written and verbal English communication skills.
• Excellent analytical and critical-thinking abilities.
• Proven ability to manage productivity and quality targets.
• Strong understanding of queue-based operations.
• Good knowledge of MS Office/Google Workspace and reporting tools.
• Ability to analyze operational data and prepare performance reports.
• Ability to manage sensitive and confidential information.

Preferred Qualifications:

Experience in any of the following areas will be an advantage:

• Content Moderation
• Trust & Safety Operations
• Social Media Operations
• Data Annotation
• Data Processing
• Background Screening
• KYC/AML
• Online Research
• Back-office BPO Operations
• Report Production
• Quality Assurance
• Workforce/Queue Management
• Experience working with US-based or international clients is an added advantage.

Performance Expectations:

The successful candidate will be expected to:

• Consistently achieve team-level quality, productivity, and turnaround targets.
• Maintain effective queue management and ensure timely completion of assigned workloads.
• Maintain strong attendance and schedule adherence across the team.
• Minimize process errors through effective monitoring and coaching.
• Identify and escalate operational risks proactively.
• Maintain accurate and timely operational reporting.
• Ensure 100% adherence to applicable security, confidentiality, and compliance requirements.
• Demonstrate continuous improvement in team performance.
• Build a high-performing and accountable operations team.

Workplace: 

• Uttara, Dhaka

Working hour: 

• 7:30 PM to 4:30 AM

Salary: 

• Negotiable (Based on experience and skills)

Compensation & Other Benefits:

• As per company policy

The Application Process:

• Telephone Round.
• Interview with the  Team Lead & Talent Acquisition Team.
• Job Offer.

N.B.: Only shortlisted candidates will be communicated in the recruitment process.