Team Manager | Content Moderator

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.