Project Team Leads

Project Team Leads

Location: Worldwide – Remote

Start a career in tech: Join the team that’s supporting the latest cutting-edge AI language models.

The Business Context

You already use AI in many ways like deciding what products and services to order and it may be most familiar to you as a chatbot, as an avatar-maker, or as a way to unlock your screen. But here’s what AI may be able to help the world with finding medical diagnoses, teaching you about scientific research, and calculating the complexities of any function.

But, like humans, algorithms are what they eat. They’re only as good as the rules they know and the data they’re trained on. We’re the team that helps model these behaviours.

The Role

We are hiring Team Leads for new and continuing processes for an existing client in the On Demand Delivery industry.

Candidates must be proficient in verbal and written English and meet all requirements. Below is a non-inclusive list of what may be expected on a daily basis.

Day in and day out, you will:

Clear Structured Communication:

• Maintain effective communication channels with the client, within the operations team and across other departments.
• Ensure that all team members are aware of and meet or exceed project deadlines, priorities, SLAs and expectations.
• Facilitate communication between team members and stakeholders to identify and address any issues or concerns.

People Management:

• Manage and mentor a team of agents, providing guidance, support, and coaching that enables agents to course correct on their own.
• Foster a positive and collaborative team culture by promoting teamwork, open communication, and recognition of achievements.
• Be available for team and 1:1 sessions.
• Oversee performance evaluation processes.

Process Management & Attention to Detail:

• Ensure that all operational processes are executed with precision, accuracy and meet or beat SLAs.
• Conduct regular quality checks to identify and address any errors or discrepancies.
• You will become the expert in your process.
  • Ability to follow precise details and workflows provided by the client
  • Create supporting documentation for your team’s reference materials. This may require the ability to read technical documents and create an easy-to-understand & follow along version for your team.
  • Ensure your team is executing at 98% process accuracy.
• Identify areas for improvement and implement solutions to optimize operational efficiency.
• Cross collaboration with other onboarding teams.
• Analyze data and metrics for reporting, quality, efficiency, RBAP (Result Based Pay)

Requirements

• Must meet minimum system and internet requirements
  • 20 download, 5 upload Mbps
  • Dual-core processor with hyperthreading
  • 8g RAM
  • Win10 or Mac OS or newer
  • A backup power supply (UPS or generator) if your area is prone to power outages.
• Must have a microphone and webcam with excellent audio & good video.
• Fluent in verbal and written English.
• 40 Hours weekly availability with overtime and weekend flexibility.
  • Main working hours are 9am – 5pm PST.
• Attention to detail.
• Previous management / leadership experience.
• An ownership mentality and a hunger for learning and self-improvement.
• Ability to solve problems, create solutions and to think critically and holistically.
• *Alcohol and alcoholic items will need to be worked with.

Nice to Have

Experience in or with:

• Spreadsheets
• Volume & capacity management
• Quality management; QA & auditing
• Sheets & documentation creation and management
• Online delivery platforms
• Restaurant knowledge and/or experience
• North American stores, foods, items & brands
• Reporting
• Scheduling
• Presentation creation and delivery
• Client facing emails
• Outreach / Calling
• Salesforce experience will be an advantage, but can be learned. Focus will be in these areas:
  • Merchant onboarding
  • Restaurant / store onboarding
  • Enterprise onboarding
  • Sales & ads
  • Creating reports

Skills we value

• Clear, well-structured communication
• Attention to detail
• People management; Leadership, mentoring, teamwork
• Problem-solving; Analytical & strategic thinking
• Planning
• Decision-making
• Time management
• Efficiency; Process, workflow & team optimization
• Project management
• Sheets & Documentation creation and management
• Reporting
• Adaptability & flexibility

Compensation & Career

Compensation

$9/hour RBP = $7 base + $1 Quality Requirements + $1 Speed Requirements

Life & Career

Ideally you are available between EST or PST time zones. The work is steady, the hours are flexible, the work is enjoyable, and leaves room for advancement into more senior training roles and project management roles on the Invisible team as the project expands. We’re keen to share more in interviews.