Job Description

Immediate Superior:  Account Manager 

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 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
• Handles escalated issues as appropriate
• Reporting and data analysis, action planning & execute applicable plans for team 
• Adhere to administrative tasks and procedures as per the Account Governance Model
• Develop employees, tactical coaching/ feedback, training & 1to1 according to agreed frequency
• Manage schedule adherence
• Approve leaves / planning
• Employee engagement
• Interview, recruitment, evaluation of consultants
• Recommend termination decisions 
• 2nd level escalations – product, administrative, technical issue resolution

Required Skills or Experience

• 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

Required Languages
Ability to speak Yoruba, Ibo or Hausa fluently/proficiently