Responsibilities:

     

  • Supervise the on-boarding processes for new outsourced editors or independent contractors (ICs); coordinate with the Training Department in providing relevant training to outsourced editors and monitor their progress and performance
  • Monitor the performance of trainees during the different stages (i.e., test files completion, paid training) and makes recommendations on moving trainees to doing live calls
  • Communicate with outsourced editors in North America; ensure that communication channels are open at all times
  • Create a workable schedule for outsourced editors and proofers, taking into consideration their reliability, metrics and individual schedules
  • Revise the schedule efficiently in cases of unavailability due to emergencies
  • Monitor closely the workflow in real time, keeping close coordination with outsourced editors and proofers and internal support staff as well as other production areas
  • Coordinate with the Production team in terms of meeting committed file delivery times to external editors and proofers
  • Supervise support staff and ensure tracking and invoicing procedures are completed in a correct and timely way
  • Draft important documents on workflow changes, policies, and other agenda
  • Perform sanity checks on all documents to be rolled out to the outsourced editors
  • Ensure that all documents coming from external editors and proofers get audited
  • Create a schedule for auditing all proofed documents
  • Check all reports (e.g., metrics, delivery times, IC performance) generated by support staff to ensure accuracy
  • Establish a feedback system for external editors and proofers regarding their performance (e.g., communicating proofer and audit data)
  • Come up with the right motivation during critical days
  • Foster teamwork and encourage an environment of open communication at all times

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Requirements:

     

  • Has one to two years work experience as a supervisor or as a junior/assistant manager
  • Has worked for the BPO industry for at least one year
  • Proficient in using Microsoft Office applications (Word, PowerPoint, and Excel)
  • Has a background in generating training modules
  • Degree in management preferred
  • Can work in a shifting schedule

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We offer attractive compensation; opportunities for career advancement and a pleasant working environment. Interview invitations and status updates may be sent via email so please check your email regularly.