Pod Leader for Menu Marketplace (English)

Who we are:
Woflow is a technology startup, creating products and solutions to support the high-growth on-demand economy. Our product is the world’s first Merchant Data Platform and what it does is that it allows our customers to automate data such as images and product information for their merchant operations.

Our customers include food delivery companies, online ordering platforms and eCommerce marketplaces. We provide the infrastructure to help these companies scale and grow.

We are a small but strong team, steadfastly committed to big results. We bring people onboard who add measurable value to the way we operate, as we look to keep the team mighty but nimble.


Who we are looking for:
We are looking for an Pod Leader to join our Operations team, taking ownership over Woflow’s daily/weekly staffing and production targets while working closely with the rest of operational leadership in shaping the team’s processes. You will be responsible for making sure all data delivery goals/SLAs are met by overseeing Woflow’s high-performing remote team of Data Specialists, and maintain our industry-leading quality performance levels while we rapidly scale in the coming months.

Roles and Responsibilities
Performance Management - A Pod Leader has the ability to understand the business and the client goals, to provide meaningful and strategic business insights to Operations and Support Functions in order to improve the process and the business. He/she comes up with initiatives to upskill them and reward & recognition programs to manage team attrition and keep them motivated. Conduct consistent Team Huddles or TeaUpgrade to see actual infoetings to discuss performance and resolve current issues Monitor and manage behavioral issues concerning attendance. Example scenarios (but not limited to): patterned absenteeism, EWS (Early Warning Signs of attrition), prolonged absence, and/or No Call/No Show instances. Any instances that may greatly impact productivity and performance should be reported to the Head of Operations, Quality Head and Quality Manager.
Productivity management to meet daily targets - The Pod Leader will be responsible for preventing conflicts within the team by setting clear goals aligned to the company’s or clients’, setting ground rules and clear team Upgrade to see actual info is best to resolve the issues before they get escalated. Performance tracking on and reporting of Operations & Quality SLAs, goals and targets Proper monitoring and management of Pod Viber Channels (or other active communication channels) to provide timely support to the Transcribers who have issues or questions about the process Identify clear goals and evaluate team progress Creation and implementation of scorecards and skills matrix as basis of performance discussions
Coaching & Feedback Coaching involves improving teaUpgrade to see actual infombers’ performance, providing feedback and demonstrating the desired skills and proper work ethics expected to achieve a common goal. A Pod Leader communicates with the team well on their career paths, mentors them in achieving their personal and professional goals. Adherence to the Coaching/Feedback Mechanism Develop team strengths and improve their weaknesses by assigning or delegating tasks where they excel and determine action plans to address issues of low performance Contribute to error analysis by acquiring the root causes of errors from the teaUpgrade to see actual infombers
Process Improvement It is everyone’s responsibility to help improve on the current processes of the organization. A Pod Leader contributes to this and encourages his/her teaUpgrade to see actual infombers to do the same to achieve the common goal. Participate or encourage the team to share best practices Initiate ideation initiatives within the team.

What must you have:
To be a successful applicant for this role for Woflow, you must have the following qualifications:

At least 2 years experience within a BPO, high-growth startup, or similar environment.
Native or bilingual proficiency in the English language, both written and spoken. If you know other languages too, that’s awesome.
Improvement is your middle name. You constantly find ways of raising the bar on current processes and procedures and take it to the next-level.
You can break down and articulate complex ideas in simple, understandable ways.
You are highly proactive, curious, driven and self-sufficient. We hate babysitting here.

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