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Moderation Operations Manager

Nuqtat Al Taknalojia

Posted on May 15, 2018

4 - 5 years Amman - Jordan

Any Nationality

Opening 01

Job Description

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Primary Responsibilities:
Manage Content teams, responsible for maintaining SLA's, daily flow, scheduling, etc...
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.
Ensuring highest quality standards and administration of content audit process.
Liaise with and provide support to internal & external customers as needed.
Metric driven, analyzing and reporting on team productivity and delivery of targets to Head of department
Conducting 1:1 meetings and employee reviews (monthly, quarterly and annual performance reviews) and giving feedback; contributing to employee development planning.
Train new hires and current on areas requiring learning improvement.
Foster team spirit and high employee morale.

Internet / E-commerce / Dotcom

Data Entry / Operations / Back Office Processing

Desired Candidate Profile

4 years of direct experience in Leading a web Content and/or a large operations environment, managing multi lingual, Multinational and multi shifts & Multi skilled teams.
Excellent written and verbal communication skills. Flawless command of both Arabic & English languages.
Adept at content management processes and tools.
Demonstrated leadership ability, leading large teams and managing managers
Excellent time-management and organizational skills.
Demonstrated success in monitoring and coordinating a large multi skilled team with metric driven performance and productivity.
Ability Multitask, with effective resolution of conflicting priorities.
Ability to promptly handle work related emergencies anytime.
Advanced computer skills, including knowledge of Windows programs, Microsoft Office, Internet, search engines and browsers. Previous managerial experience within an ecommerce or Internet related environment.
Technical background is a plus.
French or Turkish as a third language


Customer support Email English French Windows Scheduling Content management Monitoring Tools turkish


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Nuqtat Al Taknalojia

Founded in the year 2005, Souq.com is one the largest e-commerce sites in the Arab world. The award-winning retail business and an online marketplace allow SMEs, merchants, brands and distributors to distribute their products online. The website claims to attract over 35 million visits to its cat alog which features over 1.5 million unique products from 30 different categories. Some of the most popular product categories featured on the website are consumer electronics, household goods, fashion, watches, perfumes, toys, and baby products. The company has its offices in UAE, Egypt, Saudi Arabia and Kuwait. It also has Product and Engineering centers in India and Jordan.

Souq has an employee base of more than 3,000 employees. The company offers competitive salaries and benefits to all its employees. Being a strong believer of employee-employer partnership, it promotes skill training, leadership development, and personal transformation to help them learn and grow along with the business.

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