Operations Team Leaders – Content Moderation & Customer Service
Job Details
Skills And Tools:
Job Description
About Oworkers
OWORKERS is a global multilingual outsourcing company specializing in AI data operations, customer and technical support, content moderation, and AI-enhanced back-office services.
Operating across 35 languages and five delivery centers, OWORKERS combines skilled teams with technology to deliver scalable solutions for international clients. Founded in 2014, OWORKERS is recognized in the IAOP 2025 Global Outsourcing 100 and maintains ISO 27001, ISO 27701, and GDPR compliance standards.
About the Role
OWORKERS is looking for experienced and proactive Operations Team Leaders to oversee and support our Content Moderation and Customer Service teams.
We are hiring for two separate leadership positions:
Content Moderation Team Leader – 1 Vacancy
Customer Service Team Leader – 1 Vacancy
The successful candidates will be responsible for managing daily team operations, monitoring performance, maintaining service quality, coaching team members, and ensuring operational targets are achieved.
Key Responsibilities
General Team Leadership Responsibilities
Supervise and manage daily team activities to ensure smooth operations.
Monitor individual and team performance against established KPIs and operational targets.
Provide coaching, feedback, and guidance to improve employee performance.
Conduct regular performance reviews and identify training and development needs.
Ensure adherence to company policies, client requirements, and operational procedures.
Monitor attendance, productivity, quality, and overall team performance.
Handle escalations and support team members in resolving complex operational issues.
Prepare performance reports and communicate operational updates to management.
Foster a positive, collaborative, and performance-driven team environment.
Identify operational challenges and recommend process improvements.
Additional Responsibilities – Content Moderation Team Leader
Oversee content moderation activities and ensure compliance with client-specific guidelines.
Monitor moderation accuracy, consistency, and productivity.
Review escalated or sensitive moderation cases and ensure appropriate handling.
Support the team in interpreting moderation policies and handling complex scenarios.
Conduct quality reviews and identify recurring errors or improvement opportunities.
Additional Responsibilities – Customer Service Team Leader
Oversee customer service operations and ensure professional handling of customer interactions.
Monitor customer satisfaction, response quality, and issue resolution.
Support agents in handling customer complaints and escalations.
Ensure proper documentation, follow-up, and adherence to customer service standards.
Identify opportunities to improve customer experience and operational efficiency.
Working Conditions
Working Days: 5 days per week.
Daily Schedule: 9 hours, including a 1-hour of breaks.
Employment Type: Full-Time.
Work Location: Degla El Maadi.
Job Requirements
Fluent English is a MUST, both written and spoken.
Previous experience in team leadership, supervision, or operations management.
Strong understanding of team performance management and operational KPIs.
Excellent communication, interpersonal, and leadership skills.with ability to coach, motivate, and develop team members.
Strong problem-solving and decision-making abilities along with the ability to manage escalations and resolve operational challenges effectively.
Strong organizational skills and attention to detail.
Ability to work in a fast-paced, target-driven environment.
Good computer literacy and proficiency in reporting tools and operational systems.
Preferred Qualifications:
Previous experience leading Content Moderation or Customer Service teams.
Experience in BPO, outsourcing, contact centers, or shared services operations.
Experience working with international clients or multicultural teams.
Familiarity with quality assurance processes, performance reporting, and continuous improvement.
