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 QualityRecruit, train, coach and manage a team of content moderatorsCommunicate content safety guidelines and best practices to moderation teamResponsible for developing a culture within the team in which mental health and wellbeing is considered as important as program performance and qualityLiaise with the Wellness Coach to ensure team members’ well beingHigh affinity and cultural awareness of political/social situation in relevant market/regionWork closely with SME and senior team members to ensure quality and timeliness is maintainedFrequently review social media to provide input to develop, maintain and implement client content safety guidelinesUse metric management to discover performance drivers, root causes (people, process, system) and create action plans to address root causesWork closely with the client to improve Content Management SystemManage staff coverage, assign team members to shifts, ensure attendance and quality of workMotivate team members, understand their needs and encourage open two-way communicationManages team performance – goal planning, process adherence, daily & monthly reviews, review of individual targets, performance appraisals etcManages 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 executionAbility to work in multiple tools/web browser windows simultaneouslyPeople leadership and good relationship skillsAbility to coach and guide team members and colleaguesResilience and positive mindset, good self-awareness and awareness of signs of stress with othersStrong metric management skillsPeople management skillsStrong read and write skills in English is a mustAbility of reason and analytical skills in diverse situationsAwareness of current events with great sense of social issues

Additional Information

All your information will be kept confidential according to EEO guidelines.