Shift and Agent Management: Lead and manage Video agents and shifts, ensuring all tasks are completed on time and in accordance with operational standards.
Stakeholder Coordination: Coordinate with other departments (e.g. Marketing, Regional teams) in order to make initiatives happen, as well as to ensure smooth execution of the policy and process that answers to the needs of multiple stakeholders.
Performance Analysis and Improvement: Analyze data reports to identify operational bottlenecks, recommend solutions, and implement initiatives to improve performance and accuracy.
Continuous Improvement: Drive ongoing improvements in operational processes and work towards achieving sustained high-performance culture in the team.
Coaching and Training: Provide guidance, coaching, and training to agent leads to support skill development and optimize performance.
Requirements: Bachelor's Degree in any field.
Preferably 1-2 years of experience in a supervisory role; Freshgrad is also welcome to apply.
Proficiency in data analytics, with a keen eye for detail and the ability to draw valuable insights for short-term and long-term solutions.
Self-driven individual capable of multitasking and excelling in fast-paced environments.
Advanced skills in Microsoft Excel/Spreadsheet (e.g., Pivot tables, Vlookup) are essential.
Basic SQL knowledge is a plus.
Experience in content platforms is advantageous.
Job skills required: SQL, Multitasking
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