Job role
Operational Management & Delivery

• Workflow Allocation: Assign tasks dynamically based on team strengths and immediate deadlines
• Throughput Monitoring: Track hourly production rates. Identify low-performers early and implement Performance Improvement Plans (PIPs).
• Utilization Enforcement: Monitor time-tracking software to ensure the team maintains the >90% utilization standard. Investigate gaps in active time.

Technical Leadership

• Guideline Translation: Digest complex client technical guides and translate them into digestible instructions/SOPs for your team.
• Blocker Removal: Troubleshoot technical issues (e.g., tool lag, VPN issues, login errors) to keep the team working.
• Onboarding: Lead the technical onboarding of new hires, ensuring they are proficient in our tools within their first week.

Quality Oversight

• QA Alignment: Work closely with the QA Specialists to understand error trends. Organize “Stand-up” meetings to address common mistakes found during QA.
• Risk Management: Proactively flag risks to the Operations Manager (e.g., “At current speed, we will miss the Friday deadline by 4 hours”).

People Management

• Coaching: Conduct 1:1s with team members to discuss career growth, performance, and attendance.
• Culture: Foster a culture of high performance and integrity. Address behavioral issues immediately and firmly.

Qualifications
Candidates must demonstrate prior proficiency in the following:

• Platform Knowledge: Proficiency in data annotation tools (to help troubleshoot) and Project Management tools (Jira, ClickUp, Trello, etc.).
• Data Literacy: Ability to interpret dashboards. You need to look at a spreadsheet of throughput numbers and instantly know who is underperforming.
• Reporting: Experience writing End-of-Day (EOD) and End-of-Week (EOW) production reports.

Soft Skills & Professional Attributes

• Decisiveness: In operations, a slow decision is often worse than a wrong decision. You can make calls on grey areas to keep the team moving.
• Radical Ownership: You don’t blame the team for missed targets. If the team fails, you take responsibility and fix the process.
• Emotional Intelligence: You can manage stress and pressure without transferring that stress to your team. You know when to push and when to support.
• Agility: You thrive in chaos. Priorities change daily, and you can re-orient your team without complaining.