Operations Manager

As a PHQA Operations Manager, you will lead daily operations and provide necessary support.

Responsibilities:

● Perform daily huddle with PH General Manager and QA Managers (and PH Delivery
when necessary) for KPI alignment and review, escalation of issues and action planning
for noted gaps
● Ensures that capacity is aligned with demand
● Monitor the team’s performance through QA Managers and directly to QAs when
necessary
● Streamline communication between SFQMs, SFQAs and PH Delivery Team
● Maintain high team morale for the team to perform work effective and efficiently
● Support the Company’s Objectives
● Cascade and sync with QA Managers and QAs on the company’s short term and long
term objectives
● Responsible in getting QA Managers and QAs attention and commitment in providing
output and prioritizing tasks
● Balances work load among QA Managers and aims to provide work-life balance to the
team
● Checks quality updates (on a daily basis) and provide feedbacks/coaching when needed
● Ensures that QA’s daily attendance are checked and recorded (including OT hours
rendered) as compared to capacity planning and makes sure that such data are
reflected correctly in the Payroll Hours
● Coach QA Managers/TLs for operational related issues
● Ensure company guidelines and policies are being followed
● Enforce rules and provide disciplinary sanctions

Weekly Activities:
● Weekly performance review
● Weekly Report (KPIs) Submission
● Weekly coordination for ET/OT requirements
● Weekly coordination for Bonus provision
● Weekly coordination for quota changes
● Mod allocation review
○ Requirement to fulfill SLA
○ Backfill for churns
○ Flex to other projects
○ Removal of non-performing Mods
○ Promotion of Mods to L10
 Operations Team Lead
Responsibilities:

· Provide Support during Operations

o Troubleshoot system-related task errors such as Empty queues and Claim loss
o Grant Permissioning requests
o Respond to inquiries regarding quality and other task-related issues
o Create and develop strategies to hit Team's SLA
o Develop strategies to promote team member adherence to company
regulations and performance goals
o Motivate team members
o Determine, coordinate and report availability of tasks
·
Performance Management
o Monitor Team’s Productivity and Attendance
o Update Trackers (Productivity & Attendance)
o Coach and provide sanctions to QAs on Quality, Productivity and Attendance
related issues
o Conduct weekly Team huddles for updates, announcements and Team
engagements
o Perform analysis of Tasker Errors
o Create Common Error Reports from QAs and relay to SF for developing
Training Courses and Guides to taskers
o Create Training Courses
o Ensure Team is adhering to House Rules/SOP, and company policies and
procedures
o Creation and processing of RE Sheets
·
Team Performance Management
o Ensure QAs are aligned to work on assigned projects based on the New
Menu/2D System allocation
o Ensure QAs are capable to perform the projects assigned
o Update Support SF & PHQA Quality QM’s on special/priority projects
o Respond to Throughput and Time Spent queries
o Monitor the Team Productivity
o Provide help to management in organizing operational data
o Communicate concerns and policies among management and team members
o Develop strategies to promote team member adherence to company
regulations and performance goals
o Provide/update reports mandated by Top management
Leadership Performance Evaluation:

· Passion for Business Excellence:

o Set high standards for performance
o Deliver high quality results
o Have deep functional knowledge
o Provide the required training to deliver results

· Leading People Towards Shared Goals:

o Inspire others through sharing the company’s direction
o Translate goals into practical actions
o Have the ability to motivate, influence, and develop people and teams
o Encourage collaboration and teamwork

· Driving Positive Change:

o Look for better ways to do things
o Implement innovative change
o Take appropriate risk

· Making Things Happen

o Work with a sense of urgency
o Find ways through obstacles
o Make difficult decisions when needed
o Bring disciple and order to chaos