Position Summary

Appen’s Team Manager (TM) is responsible for monitoring and driving key performance metrics for a group of QA Associates, Associate Project Managers and Project Managers. The Team Manager works collaboratively with Appen Management to meet all project and client requirements.

Responsibilities

The role includes but is not limited to the following duties and responsibilities:

• Responsible for meeting and maintaining quality and productivity targets set by the business or the project
  
• 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 project 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 associates and specialists 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 Program 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

• Where necessary, complete additional tasks as assigned.

 Required Knowledge, Skills and Abilities

• Advanced Excel skills required
  
• Experience managing and prioritizing large volumes of email correspondence
  
• Experience with a Windows operating system and Office suite of products
  
• Proficient in English. Excellent oral and written communication skills with ability to present information clearly and concisely in writing or verbally.
• Must also be an attentive and careful listener and respond appropriately to others.
  
• Bi-lingual in a second language is a bonus
  
• Open to work at Lancaster New City, Imus, Cavite
  
• Candidates must be amenable to work on a night shift schedule

 Qualifications and Experience

• BS or BA degree from an accredited university or equivalent work experience preferred
  
• List out years of experience required
  
• 2 to 5 years of project management experience in a metric-driven setting, working in a production, operation, or call center environment
  
• Minimum 1-2 years of Team Lead experience in a metric-driven setting working in a production, operation, or call center environment
  
• Project Management, Data Analytics/Management and/or Process Improvement is an advantage

Note: Candidates must be willing to work onsite. Office Address: BPO 1 Building, Suntech iPark, Advincula Avenue, Lancaster New City, Barangay Alapan II-B, Imus, 4103 Cavite, Philippines

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

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 is the global leader in data for the AI Lifecycle. With over 25 years of experience in data sourcing, data annotation, and model evaluation by humans, we enable organizations to launch the world’s most innovative artificial intelligence systems. Our expertise includes a global crowd of over 1 million skilled contractors who speak over 235 languages, in over 70,000 locations and 170 countries, and the industry’s most advanced AI-assisted data annotation platform. Our products and services give leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to launch world-class AI products. Founded in 1996, Appen has customers and offices globally