Inclusively is partnering with a global professional services company to hire a Trust & Safety Team Lead. **Please note: this role is NOT an internal position with Inclusively but with the partner company.**

ABOUT INCLUSIVELY

Inclusively is a digital tech platform that empowers job seekers with disabilities, caregivers, and veterans by using Success Enablers–accommodations and personalized workplace modifications that help all job seekers reach their full potential and excel. This includes all disabilities under the ADA, including mental health conditions (e.g. anxiety, depression, PTSD), chronic illnesses (e.g. diabetes, Long COVID), and neurodivergence (e.g. autism, ADHD).

Create your profile, select Success Enablers, and connect to jobs from our partnered employers who are committed to creating diverse and inclusive teams. When registering, you must acknowledge that this platform is for people with disabilities, caregivers, and veterans. However, Inclusively does not require candidates to disclose their specific disability to join the platform.

Key Responsibilities:

• Conducting Huddles: Lead daily Pre-Shift and Post-Shift meetings to discuss Performance, Process updates, and Organizational initiatives.
• Task Management Guidance: Provide daily guidance to team members on how to efficiently manage their day-to-day tasks.
• SLA and KPI Achievement: Lead the team to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)/ Critical Performance Indicators (CPIs) defined by the process and the client.
• Performance Reviews: Conduct regular performance reviews (Monthly, Quarterly, and Yearly) for the entire team and implement Corrective Action Plans or Performance Improvement Plans as needed.
• Training and Quality Coordination: Collaborate with the training team to identify Training Needs (TNI) and Assessments (TNA) and develop training plans for the team. Work with Quality Analysts to identify areas of improvement and process gaps, ensuring corrective actions are taken.
• SOPs and Documentation: Create/ Manage Standard Operating Procedures (SOPs) and process documentation for all client deliverables. Partake in the knowledge dissemination process.
• Individual Connects: Hold regular one-on-one meetings with team members to understand their performance, grievances, career aspirations, and interests, providing coaching and support accordingly.
• Reporting: Provide insights and data for Weekly Business Review (WBR) and Monthly Business Review (MBR) presentations. Publish performance reports on a Daily, Weekly, and Monthly basis.
• Leave Management: Implement a planned approach for managing team shrinkage through a Leave management system.
• Attendance Tracking: Accurately track team attendance for billing purposes.
• Time Sheet Validation: Validate team time sheets fortnightly with 100% accuracy.
• Security and Data Protection: Ensure adherence to all security and client data protection measures and guide the team in following required protocols.

Role Requirements:

• This is an onsite position in Mountain View, CA
• Must be flexible to work any shift including weekends and holidays

Basic Qualifications:

• Minimum of 1 years’ experience in Trust & Safety AND 1 years’ experience leading teams

Hourly Salary Range $26.39 to $63.13