Job Title: Harmony Team Leader, Trust & Safety Job Description The Team Leader is an Operations role and is responsible for overseeing the successful performance of a team of psychologists and wellbeing specialists. This role will ensure the delivery of high-quality psychological health and wellbeing services across multiple regions, while integrating a strong focus on trust and safety. This role involves people management and will support the development and implementation of psychological safety protocols and solutions to protect frontline teams serving one or more Trust & Safety clients. You will bring your knowledge of working in a busy operations environment, and lead your team with empathy to foster a collaborative and supportive work environment. + Responsible for the day-to-day line management of a group of psychologists and wellbeing specialists, including work and attendance monitoring in accordance with organization policy and applicable legal requirements + Ensures that the support program delivered to frontline workers adequately protects online users and communities from a Trust & Safety perspective + Effectively coaches direct reports on their performance on a regular basis to ensure performance metrics are achieved and exceeded + Identifies performance-related issues and implement corrective action planning where required + Partners with clinical team on a daily basis to ensure the delivery of a safe and effective service + Collaborates with Global Leaders and colleagues to develop and implement innovative Harmony programs and services + Ensures service delivered to our customers meets contractual obligations, Key Performance Indicator (KPIs) and financial expectations + Handles escalated issues, where decisions are guided by existing policies, procedures and business plan objectives + Develops and implements trust and safety protocols to ensure a secure environment for clients and staff. + Monitors and evaluates intervention practices, making suggestions for improvement as necessary to maintain a safe and trustworthy work environment + Train staff in trust and safety policies, ensuring they are equipped to handle sensitive situations appropriately + Ensures accurate and timely documentation of all Harmony operational activities + Represents Harmony in cross-functional business meetings and collaborative projects; may have client-facing responsibilities + Promotes the Concentrix culture values by modelling good behavior and attitude, including being an advocate for team members **Candidate Profile** + Minimum 2 years’ relevant experience in an operations role and/or environment + Line management experience and skills to develop and coach team members to achieve performance expectations + Experience in Trust and Safety and/or healthcare service delivery + Works well under pressure and follows through on items to completion + Strong communication skills, both written and verbal + Proven ability to manage complex cases and provide effective supervision. + Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable + Ability to mentor, coach and provide direction to a team of employees + Willingness to work a flexible schedule Location: PRT Porto - Avenida Sidonio Pais Nº 93 Language Requirements: English (Required), Portuguese Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**