Key Responsibilities

Operational Supervision

• Supervise the daily activities of the client delivery team to ensure efficient execution of assigned workflows and achievement of operational targets.
• Maintain full accountability for team-level performance against SLAs, KPIs, productivity, quality standards, and operational risk controls.
• Monitor workflow performance, identify delivery risks, and take timely action to maintain continuity, efficiency, and service excellence.
• Serve as the first point of internal escalation for project-related issues and ensure prompt escalation to relevant stakeholders where appropriate.
• Monitor project and workflow systems and applications to ensure they are functioning properly and supporting delivery requirements.
• Track, analyze, and report on project, operational, and people-related metrics to support performance management and decision-making.

People Supervision and Performance Management

• Directly supervise production employees, including coaching, performance evaluation, goal setting, performance improvement plans, and disciplinary action as required.
• Provide day-to-day direction, guidance, and support to team members to ensure clarity of expectations and consistency of execution.
• Conduct regular performance discussions to review results, recognize achievements, and identify opportunities for improvement and development.
• Coordinate and/or deliver training to strengthen team capability, close performance gaps, and support continuous improvement.
• Support workforce planning decisions, including staffing input, resource utilization, and workload balancing.
• Own team-level conflict resolution and contribute to a productive, engaged, and accountable work environment.

Continuous Improvement and Delivery Excellence

• Analyze operational data and workflow processes to identify inefficiencies, recurring issues, and opportunities for performance improvement.
• Conduct root cause analysis (RCA) and recommend corrective and preventive actions to address quality, productivity, or delivery challenges.
• Provide recommendations on process improvements, operational initiatives, and workflow enhancements that strengthen service delivery.
• Identify opportunities for AI-driven automation and optimization to improve operational efficiency and accuracy.
• Act as a liaison between the delivery team and management, providing regular feedback on performance trends, challenges, and improvement opportunities.
• Manage workforce productivity and utilization effectively to support achievement of delivery and financial cost targets.

Qualifications

Additional Information

• Bachelor’s degree preferred.
• A college diploma or relevant professional certification will also be considered.

Experience

• Minimum of 3 years’ experience in a BPO environment.
• Minimum of 2-3 years’ experience supporting AI/ML data annotation projects, preferably within the Autonomous Vehicle (AV) or ADAS industry.
• Prior experience in a supervisory or people-management role is mandatory.
• Demonstrated experience managing team performance, quality outcomes, productivity, utilization, service levels and delivery targets.
• Experience leading production teams in a structured, high-volume and client-driven environment.
• Practical knowledge of performance management, employee coaching, workflow monitoring and operational reporting.