Associate Manager, Service Delivery - Sutherland

Main tasks 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 wellbeing 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 the moderation team
• Responsible for developing a culture within the team in which mental health and wellbeing are considered as important as program performance and quality
• Liaise with the Wellness Coach to ensure team members’ wellbeing
• High affinity and cultural awareness of political/social situation in relevant market/region
• Work closely with SMEs and senior team members to ensure quality and timeliness is maintained
• Frequently review social media to provide input to develop, maintain

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 are a must
• The ability of reason and analytical skills in diverse situations
• Awareness of current events with a great sense of social issues