Service Delivery Ops Analyst

Job description

What Are We Looking For

• Resilience :
• Strong emotional resilience, coping, and stress-management skills to effectively navigate the challenges of content moderation, including exposure to sensitive or potentially harmful content.
• Ability to perform duties impartially, with a focus on adhering to client policies and guidelines, and without personal bias.
• Content Policies and Online Safety Expertise :
• Strong understanding of content policies, community guidelines, and online safety practices to ensure compliance with platform standards and safety regulations.
• Leadership and Management Skills :
• Exceptional leadership qualities to guide and motivate a team of content moderators.
• Ability to delegate tasks effectively, manage workloads, and optimize team efficiency.
• Strong decision-making skills to resolve conflicts, make tough choices, and maintain team focus.
• Excellent time management and organizational skills to prioritize tasks, meet deadlines, and ensure goals are achieved.
• Communication Skills :
• Excellent verbal and written communication skills to convey information clearly, concisely, and effectively to team members and stakeholders.
• Strong active listening skills to understand team members' concerns and provide constructive feedback.
• Problem-solving and Critical Thinking :
• Strong analytical skills to identify issues, assess situations, and implement practical solutions.
• Ability to think critically and make informed decisions quickly, especially under pressure.
• Performance Management :
• Skilled in setting performance goals and monitoring team members' progress.
• Ability to provide constructive feedback, implement corrective actions, and maintain high performance across the team.
• Technical / Domain Proficiency :
• Strong understanding of relevant business processes and industry-specific tools used in content moderation.
• Proficiency in utilizing software and systems necessary for effective team operations.
• Ability to analyze data and generate meaningful insights to improve performance and optimize team processes.
• Conflict Resolution :
• Ability to manage conflicts within the team and mediate disputes professionally.
• Skilled in maintaining team harmony and professionalism, especially in high-stress or challenging situations.
• Adaptability and Flexibility :
• Openness to change and the ability to adapt to evolving business requirements and challenges.
• Flexibility to adjust plans and strategies when unexpected issues arise.
• Client and Stakeholder Management :
• Strong interpersonal skills to interact with clients, stakeholders, and team members effectively.
• Ability to understand client expectations and manage relationships to ensure satisfaction.
• Attention to Detail :
• Thoroughness in reviewing work for accuracy, quality, and adherence to policies.
• Ability to identify process gaps and areas for improvement to drive operational efficiency.
• Ethical and Professional Conduct :
• Commitment to upholding ethical standards and professionalism in all interactions.
• Adherence to confidentiality and data security protocols to protect sensitive information.

Roles and Responsibilities :

Skills Required

Management Skills, Performance Management