Moderation Manager

- Lead a team of product masters, working different shifts & responsible for maintaining their SLA's, KPI's, scheduling, etc
- Obsessed with quality standards and administration of content audit process
- Handling queries and escalations from agents, ex. with systems and tools, and clarifying policy guidelines.
- Oversee delivery of first class customer support through email, phone and chat for multiple properties and languages.
- Liaise with and provide support to internal & external customers as needed.
- Metric driven, analyzing and reporting on team productivity and delivery of targets to Operations Manager.
- Conducting 1:1 meetings and employee reviews (Weekly, monthly, quarterly and annual performance reviews) giving feedback; contributing to employee development planning.
- Train new hires and current on areas requiring learning improvement.
- Foster team spirit and high employee morale.

Requirements
BASIC QUALIFICATIONS

- Flawless command of both Arabic & English languages
- 4+ years of management experience in an eCommerce or web Content operations environment, managing multi lingual, Multinational, multi skills teams & shifts.
- Adept at content management processes and tools.
- Demonstrated leadership ability, leading a large team.
- Excellent time-management, organizational & communication Skills, written and verbal.
- Demonstrated success in monitoring and coordinating a large multi skilled team with metric driven performance and productivity.
- Ability to multitask, with effective & open-minded resolution of conflicting priorities.
- Ability to promptly handle work related emergencies anytime.
- Advanced computer skills, specially excel

PREFERRED QUALIFICATIONS

- Technical background or a degree in linguistics or library science.
- Familiar with programming & SQL
- Good command of a third language, preferably French or Turkish.
- Management experience in different countries.

About the Company
Souq.com - the Middle East's online marketplace.

We connect people and products - opening up a world of possibility. From bracelets and backpacks to tablets and toy cars - we give you access to everything you need and want. Our range is unparalleled, and our prices unbeatable.

Driven by smart technology, everything we do is designed to put the power directly in your hands - giving you the freedom to shop however, whenever and wherever you like.

We're trusted by millions, because we don't just deliver to your doorstep, we were born here. With Souq.com you'll always be getting a good deal - with exceptional service that makes your shopping experience as easy and seamless as possible.