SHIFT LEAD

The Shift Lead is responsible for overseeing day-to-day tele-operations activities during assigned shifts within Rellatrix-operated sites and BPO partner environments. The role serves as the primary point of contact for operational concerns during the assigned shift, ensuring adherence to standard operating procedures (SOPs), workforce schedules, quality standards, and productivity targets.

The Shift Lead provides floor leadership and real-time operational support to tele-operators, ensuring operational continuity, timely issue escalation, and compliance with established processes. The role monitors workforce performance, attendance, and shift readiness while supporting coaching initiatives and capability development in collaboration with Site Leads, Operations Analysts, and Headquarters.

The Shift Lead reports directly to the Operations Head and works closely with Headquarters and BPO partner representatives to ensure seamless operational execution and consistent service delivery.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

I - Shift Operations Management

• Oversee day-to-day tele-operation activities during assigned shifts and ensure smooth operational execution.
• Monitor workforce attendance, schedule adherence, break compliance, and shift readiness to maintain adequate staffing and operational coverage.
• Ensure tele-operators comply with established SOPs, workflows, security protocols, and operational standards while meeting productivity and quality expectations.
• Identify, document, and escalate operational issues, equipment concerns, and workflow disruptions, taking immediate action when appropriate to minimize impact on service delivery.
• Provide timely updates to the Site Lead, Operations Head, and Headquarters regarding operational performance, incidents, and critical shift developments.
• Support business continuity efforts by assisting with operational adjustments during system outages, staffing shortages, or other disruptions.
• Monitor the condition and availability of operational workstations, tools, VR equipment, and related tele-operation resources, and coordinate the reporting of maintenance or technical concerns.
• Provide, monitor, and manage user access and authorization to internal proprietary platforms, ensuring compliance with established security protocols and access control requirements.
• Coordinate with HR on employee welfare, attendance concerns, workplace issues, and other people-related matters to help maintain employee engagement, well-being, and operational stability during assigned shifts.

II - Coordination with BPO Partner

• Serve as the primary operational point of contact during assigned shifts, ensuring effective coordination between tele-operators, BPO partner representatives, and Rellatrix stakeholders.
• Coordinate and escalate facilities, IT, equipment, and operational concerns to the appropriate BPO partner point-of-contact and internal stakeholders to support timely resolution and minimize operational disruption.
• Support the implementation of operational directives, process updates, and initiatives from Headquarters, ensuring clear communication and alignment across all affected personnel.
• Maintain regular communication with Site Leads, Operations Analysts, and Headquarters regarding shift activities, operational concerns, and key developments requiring attention.

III - People Management and Coaching

• Provide floor support, guidance, and operational coaching to tele-operators during assigned shifts.
• Monitor employee performance and adherence to operational standards and provide immediate feedback when necessary.
• Assist in onboarding support, skills reinforcement, and knowledge transfer initiatives in coordination with Operations Analysts and Team Leads.
• Promote adherence to robotic tele-operation best practices, safety requirements, and operational procedures.
• Identify performance gaps and development opportunities and elevate recommendations to the Site Lead and Operations Analyst.
• Conduct shift huddles, briefings, and operational alignment meetings to communicate updates, priorities, and expectations.
• Support employee engagement efforts by addressing day-to-day concerns and escalating employee relations matters when necessary.

IV - Alignment with Rellatrix Headquarters

• Prepare and submit shift reports covering attendance, productivity, operational issues, and key observations.
• Maintain accurate records of shift activities, performance concerns, coaching discussions, and escalation actions.
• Escalate critical operational issues to the Site Lead, Headquarters, and relevant stakeholders in a timely manner.
• Support operational reviews and continuous improvement initiatives by providing accurate data, insights, and recommendations based on shift performance and observations.

• Must have at least 3-4 years of relevant experience in operations, teamsupervision, workforce coordination, or a similar role, preferably within a BPO or technology-enabled operations environment.
• Experience in leading teams or coordinating shift operations.
• Experience in monitoring productivity, attendance, quality, and operational performance metrics.
• Familiarity with robotic tele-operations, remote operations, gaming controllers, VR systems, or data annotation environments is an advantage but not required.
• Strong willingness to learn and adapt to emerging technologies, systems, and operational processes.
• Excellent verbal and written communication skills in English.
• Strong problem-solving skills with the ability to make sound operational decisions within established guidelines.
• Ability to effectively manage multiple priorities in a fast-paced operational environment.
• Strong attention to detail, organizational skills, and ability to maintain accurate documentation and reporting.
• Demonstrates initiative, accountability, and a proactive approach to identifying and resolving operational issues.
• Willingness to work onsite and support flexible schedules based on operational requirements.

• Additional relevant knowledge or experience related to the above requirements will be considered an advantage.