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 requirementsEnsures that the support program delivered to frontline workers adequately protects online users and communities from a Trust & Safety perspectiveEffectively coaches direct reports on their performance on a regular basis to ensure performance metrics are achieved and exceededIdentifies performance-related issues and implement corrective action planning where requiredPartners with clinical team on a daily basis to ensure the delivery of a safe and effective serviceCollaborates with Global Leaders and colleagues to develop and implement innovative Harmony programs and servicesEnsures service delivered to our customers meets contractual obligations, Key Performance Indicator (KPIs) and financial expectationsHandles escalated issues, where decisions are guided by existing policies, procedures and business plan objectivesDevelops 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 environmentTrain staff in trust and safety policies, ensuring they are equipped to handle sensitive situations appropriatelyEnsures accurate and timely documentation of all Harmony operational activitiesRepresents Harmony in cross-functional business meetings and collaborative projects; may have client-facing responsibilitiesPromotes 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 environmentLine management experience and skills to develop and coach team members to achieve performance expectationsExperience in Trust and Safety and/or healthcare service deliveryWorks well under pressure and follows through on items to completionStrong communication skills, both written and verbalProven ability to manage complex cases and provide effective supervision.Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverableAbility to mentor, coach and provide direction to a team of employeesWillingness to work a flexible schedule

Location:

PRT Porto - Avenida Sidonio Pais Nº 93

Language Requirements:

English (Required), Portuguese

Time Type:

Full time

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