Associate Manager – Service Delivery at Sutherland

Job Description
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 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 mediato 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 is a must
•  Ability of reason and analytical skills in diverse situations - Awareness of current events with great sense of social issues