Posting Title
Sr. Team Manager
Work Location
Headquarters - Davao
Company
Appen is a language technology solutions and consulting firm, recognized as a global leader in the quality, range and caliber of its expertise. We are focused on helping our clients reach international markets by leveraging our expertise in over 150 languages and dialects. Our clients are among the world’s top internet search engine and voice recognition providers. For more information come see us at
www.appen.com.
Project
Position Summary: The Senior Team Manager (STM) role is a leadership position with active involvement in onboarding new clients, ramping new projects, process, report and data management and strategic planning. Additionally, the STM will be responsible for project and data analysis, meeting coordination and other manager training as assigned.
The STM will also manage and be responsible for the success of a virtual group or roster of consultants and auditors in one or more markets. The STM will monitor and drive key performance metrics for a team of consultants doing web search evaluation including reviewing and rating web content. The STM will work collaboratively with the Appen team to meet contract requirements.
Tasks
Key Responsibilites:
•Communicate in a timely, clear and concise manner to stakeholders including consultants, staff, clients and leadership.
-As assigned, help to establish service level expectations and direction. Ensure all service level expectations are clearly communicated, understood and executed.
-Provide up-to-date information that helps ABH staff and consultants anticipate and solve problems.
-Proactively provide on-the-spot positive and constructive feedback regarding both metrics-driven and behavioral issues, including communicating strengths and areas for improvement for consultants, leads and other managers.
-Practice active decision-making and delegation skills to improve program performance. Take responsibility for decisions and corrective action as needed, being considerate of all stake-holders and impacts of change.
-Based on business need, communicate directly with client, using proper escalation procedures for annotation-related questions as well as program and technical issues.
•Assist in building and managing a proficient team of consultants, auditors, leads and 2-4 team managers, to drive team key performance metrics and meet or exceeds program targets.
-Interview and hire new annotators, auditors, leads and admins as needed. May be involved in the interview process for managers as needed.
-Ensure consultants, auditors, leads and/or managers have the tools, skills knowledge and resources to complete assigned responsibilities.
-Ensure regular meetings and training sessions for new and existing consultants are scheduled and appropriately facilitated. Develop training programs for consultants as needed.
-Take fiscal responsibility for delivering required number of production hours for assigned programs; manage auditor and admin budget and actively discover and share solutions for managing obstacles.
-Demonstrate thought leadership to help drive efficiencies and improve process and process flow.
•Provide daily, weekly and monthly reports and analysis as required.
-Analyze and evaluate statistical reports as a means to proactively identify and improve individual and roster results and improve client satisfaction.
-Provide analysis and reporting as requested by the client and as needed for program and manager support.
-Proactively develop and provide additional, unsolicited analysis not requested by the client to advance program performance.
•Build, and execute day-to-day dynamic operational processes and adapt to changing client needs and expectations.
-Help establish new and grow existing client relationships.
-Develop and drive quality service improvements.
-Develop guidelines and create training material as well as annotate data for new or existing programs.
-Lead the onboarding process for new clients and new projects to include the development of client communications, establishing expectations, creating and running pilot projects, assist with writing proposal/bids, and other functions as needed.
•Develop and lead initiatives for program improvements and chair committee work as assigned.
-Develop effective internal and external processes and programs.
•Participate in interviewing, hiring, training and mentoring of new program staff as needed.
•Create agendas for and facilitate regular team meetings with program staff.
•Support program staff with process management, report management, data management and analysis and strategic planning.
•Where necessary, complete additional tasks as assigned.
Requirements
Qualifications:
•Flexible, independent, motivated self-starter who can establish a course of action for self and others and drive initiatives to completion.
•Demonstrated ability to work effectively in an environment characterized by constant change, ambiguous data and a fast-paced, deadline-driven culture; able to respond quickly and proactively to new or changed initiatives.
•Demonstrated ability to understand the big picture and use sound judgment to reach decisions while exhibiting sensitivity for all parties and issues.
•Senior level experience creating productive, co-operative relationships and demonstrated effective conflict resolution skills. Displays a high level of professionalism in interactions with peers, subordinates, clients and managers. Continually provides valuable input in an appropriate manner across the company.
•Excellent communication skills including an ability to present information clearly and concisely in writing or verbally to a wide audience including clients, managers and senior leaders; effectively uses active listening skills.
•Driven to focus on quality and drivesteam members and peers to deliver exceptional quality and service.
•Exceptional time management and organizational skills with acute attention to detail.
•Passionate about learning new skills and technologies. Takes personal responsibility for continuous learning demonstrates through documented learning opportunities. Works with and encourages others to to learn and develop professionally.
•Proven analytical skills including the ability to proactively identify problems, gather information and drive course of action for self and others.
•Demonstrated understanding and appreciation for a global marketplace and workforce.
•Innovative thinker who drives self and others in the development and implementation of new ideas; unafraid of taking risks to accomplish corporate level goals.
•Embrace and drive others to demonstrate a commimtent ABH core values and company vision.
•Able to effectively coach and train peers and team members.
•Experience managing client relationships with a demonstrated focus on delivering high level customer service and quality improvement.
•Demonstrated ability to make difficult decisions by researching and carefully weighing all options.
•Exhibit discretion, good judgment and mature behavior when dealing with sensitive materials and situations.
Required Knowledge, Skills and Abilities:
•Minimum 5 years of management experience in a metric -driven setting working in a production, operation, or call center environment.
•Minimum 2 years experience working as a Team Manager for Appen or in a similar field
•Experience with Windows Operating systems and Office Suite of Products.
•Proficient in English and one other language as defined by client or program needs.
•BS or BA degree from an accredited University or equivalent work experience preferred.
You can submit your applications to
edayanghirang@appen.com
Source:
http://bit.ly/1PmPPli
