JOB DESCRIPTION / ROLE
Description
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.
REQUIREMENTS
Basic Qualifications
- 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.
Preferred Qualifications
- Previous managerial experience within an ecommerce or Internet related environment.
- Technical background is a plus.
- French or Turkish as a third language
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.
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