JOB DESCRIPTION / ROLE
DESCRIPTION
- 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
Amazon.ae, formerly Souq.com, is an English-Arabic language e-commerce platform, owned by Amazon, Inc. It is the largest e-commerce platform in the Arab world. On March 28, 2017, Amazon.com Inc. confirmed it would be acquiring Souq.com for $580 million. On May 1, 2019, Souq.com became known as Amazon.ae.
