Appen

Team Manager

Job Locations PH-Cavite
Posted Date 4 days ago(11/23/2020 12:54 AM)
ID
2020-5147
Category
Secure Facilities Cavite

Overview

Responsibilities

  • Responsible for meeting and maintaining quality and productivity targets set by the business
  • Oversees the team’s performance, attendance, and work attitude
  • Provides daily/weekly/monthly/quarterly/yearly and adhoc reports which may include: 
    • Productivity
    • Quality
    • Task progress
  • Ensures that deadlines are met on tasks that are time sensitive
  • Creates training manuals with project managers
  • Leads and facilitates project specific training initiatives as needed
  • Leads a continuous improvement culture within the operations/project
  • Provides overall leadership in employee morale and motivation on the Operations floor
  • Acts as mentor to associates and specialists
  • Creates scorecard with Operations manager, quality team to ensure SLA’s and KPI’s are met
  • Implements changes to process and measures as dictated by the project
  • Adhoc tasks as assigned
  • Accountability:

    • Performs a monthly review of supervisor performance

      • Review of actual results vs client SLAs

      • Review of project’s quality outputs (error trends, repeat offenders)

      • Productivity and utilization of Annotators and Supervisors

    • Provides daily attendance and headcount report

      • Ensures accurate records of production hours worked on Appen Timesheets for purposes of payroll and client headcount report

      • Provides leadership through decisions needed to ensure proper daily staffing

    • Mitigation of Employee relations issues within the operations team
      • Disciplinary actions
      • Issues pertaining to morale and motivation
    • Works with the Operations Manager and Project Managers on the creation of training requirements
    • Conducts training and onboard new hires to the project
    • Lead employee engagement initiatives and ensure proper return on investment through output
    • Attend to corporate requirements for the project / operations
    • Work with local support teams to ensure compliance to site or local requirements

 

Required Knowledge, Skills and Abilities

  • Proficient in MS office especially excel ( pivots)
  • Creates powerpoint presentations and actual involvement of presentations to clients
  • Knows how to do deep dive analysis on performance and able to create process improvements
  • Has managed at least total of 100 HC, with minimum of 5 supervisors
  • College Graduate
  • Proficient in speaking in English
  • Collaborative, works with the team

 

 Qualifications and Experience

  • Has at least 2 - 3 years of operational background as a shift manager/Sr Team leader in a BPO/Call center set up
  • Has managed a team of supervisors

 

If this resonates with you, or if you feel like you would excel in the role, apply now!

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

About Appen

Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. Founded in 1996, Appen has customers and offices globally.

 

At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions, and believe in giving and receiving direct feedback. We give credit where credit is due, and show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up.

 

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