Team Manager – Content Moderation


Company Reliance Pers...
Industry Telecommunica...
Category Counseling
Location Accra
Job Status Full-time
Salary GH¢ 
Education BA/BSc
Experience 1 year
Job Expires Nov 13, 2021
Contact ...

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

How To Apply

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