Company Description:
Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Job Description:
In the context of this role, individuals may be exposed to potentially disturbing content, and will need a level of resilience and maturity. This role is key to caring for employees’ safety and well-being and ensuring that they have the support and resources needed to execute the responsibilities of their roles.
- Daily management of content moderation operations, SLAs and Quality
- Recruit, train, coach and manage a team of content moderators
- Communicate content safety guidelines and best practices to moderation team
- Responsible for developing a culture within the team in which mental health and wellbeing is considered as important as program performance and quality
- Liaise with the Wellness Coach to ensure team members’ well being
- High affinity and cultural awareness of political/social situation in relevant market/region
- Work closely with SME and senior team members to ensure quality and timeliness is maintained
- Frequently review social media to provide input to develop, maintain and implement client content safety guidelines
- Use metric management to discover performance drivers, root causes (people, process, system) and create action plans to address root causes
- Work closely with the client to improve Content Management System
- Manage staff coverage, assign team members to shifts, ensure attendance and quality of work
- Motivate team members, understand their needs and encourage open two-way communication
- Manages team performance – goal planning, process adherence, daily & monthly reviews, review of individual targets, performance appraisals etc
- Manages team quality, monitors transactions, audit transactions, and provide quality related feedback and coaching to team members
Qualifications:
Qualifications:
- Great communication and interpersonal interaction skills.
- Attention to detail is essential to ensure the quality of work execution
- Ability to work in multiple tools/web browser windows simultaneously
- People leadership and good relationship skills
- Ability to coach and guide team members and colleagues
- Resilience and positive mindset, good self-awareness and awareness of signs of stress with others
- Strong metric management skills
- People management skills
- Strong read and write skills in English is a must
- Ability of reason and analytical skills in diverse situations
- Awareness of current events with great sense of social issues
Additional Information:
All your information will be kept confidential according to EEO guidelines.
