CAREERS

OPERATIONS

The highly efficient team of operations ensures that all processes are running smoothly and are completed from start to finish. They are responsible for the effective and successful management of labor, productivity, quality control and safety measures. They make sure that the current processes are aligned between the goals and functions of other departments within Rocket Station. Well-seasoned in the art of coordination and management, being part of this department involves planning, organizing, coordinating, and controlling all the resources needed to produce the company’s services.

  • JUNIOR OPERATIONS MANAGER
  • PROCESS DOCUMENT QA
  • DATA ADMINISTRATIVE SUPPORT
  • QUALITY ANALYST
JUNIOR OPERATIONS MANAGER

Junior Operations Manager

OPERATIONS

KEY ROLE

The Junior Operations Manager manages and leads a team of Virtual assistants ensuring development of the Virtual Assistants in relation to the needs and expectations of the client they are assigned to. The Junior Operations Manager functions as an apprentice to the Operations Manager. S/he serves as a primary level of contact to both VA and Clients who will serve as the face of Rocket Station in making sure that we maximize productivity and ultimately create a profitable business partnership. S/he assists in training, mentoring, coaching, and motivating the VAs to ensure that they are able to perform based on the agreed KPI metrics.

RESPONSIBILITIES

may include but are not limited to

  • Understand both the contractual and client expectations for all assigned client programs to assist in monitoring Client/VA Pair activity and attending to any areas requiring development.
  • Manage the day-to-day planning, operation and problem-solving of a team of client- Virtual Assistants  pairs to meet or exceed required targets.
  • Demonstrate the use of behavioral coaching model and deliver feedback to create Virtual Assistant/Trainee Improvement Plan.
  • Understand client business model in order to suggest additional VA services to increase efficiency and productivity for client (aka upsell).
  • Accountable for improving and controlling in achieving the programs/client metrics by quality monitoring for trainees/VAs communications including calls, chats, emails, and incident records for their team through regular monthly session and as needed
  • Facilitate call calibration sessions within the team to help the Virtual Assistants improve performance.
  • Facilitate  performance appraisal for the team to provide quarterly and annual feedback to the VA.
  • Provide skills and refresher training, SME Sessions and development  to assigned trainees and VA’s to ensure team performance meets and exceeds client requirements.
  • Identify business value when developing ideas with a focus on business continuity and business capability requirements through partnering with clients. 
  • Address client-VA pair escalations to ensure continuous business partnership with Rocket Station clients. 
  • Engage the Senior Operations Manager together with the Head of Operations on week over week GAR status update and daily sync on current day’s service and staffing. Ensure that all reports and documents are updated to be able to improve and control performance of the VAs.
  • Coordinate with various departments including; development team, HR and Accounting to ensure efficiency and accuracy.
  • Alert Head of Operations of any issues, trends or items that need attention at the earliest opportunity to mitigate the client alerting the company or possessing any negative issues.
  • Facilitate communication and interaction between various functional departments.
  • Review data and proactively look for trends that could lead to process improvements, behavioral trends, operational efficiencies, and improvements in trainee/VA experience.
  • Assist management in making decisions about complex issues or patterns of issues.
  • Ensure that data is accurate, timely, complete, accessible, and retrievable.
  • Provide timely and accurate responses to emails.
  • Assist management with on-the-job training of new team members, as requested.
  • Maintain confidentiality of sensitive trainee/VA, client, and company data without exception.
  • Develop and maintain an understanding of Rocket Station systems, key performance indicators (KPIs) and other systems used to generate and track data, including the equations used to derive specific calculations.
  • Be the second level of customer escalation and ensure that best practices are followed.
  • Performs additional tasks according to business needs.

QUALIFICATIONS

  • Must have 2 years experience as a supervisor in a BPO handling US-based voice accounts.
  • Successful mentoring or training experience in a sales or customer service environment. (BPO/Home-based) is an advantage. 
  • Excellent verbal and written English communication skills.
  • Must be efficient with MS Office applications and Google Suite.
  • Having sales and US Real Estate background is a plus.
  • Strong initiative; ability to work in a fast-paced environment.
  • Ability to be highly organized with an emphasis on accuracy and timeliness.
  • Ability to organize information and have attention to detail and accurately follow procedures.
  • Ability to work with others in a team environment, occasionally under time pressure and on several tasks at the same time.
  • Ability to effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies, including being sensitive to professional ethics.
  • Ability to work in shifting schedules. 
  • Record of professional behavior and ability to handle confidential information.
  • Highly dependable/Good attendance record.
  • Demonstrated flexibility and adaptability to change.

SYSTEM REQUIREMENTS

Computer Processor: at least i3 (for both primary and back-up computers)

• Computer Processor: at least i5 3rd Generation or higher (for both primary and back-up computers)

• Computer Memory/RAM: at least 8.00 GB (for both primary and back-up computers)

• Computer Operating System: at least Windows 7 64-bit


Internet Speed

• Primary Connection: running on a 5 Mbps wired plan (10mbps and up preferred)

• Back-up Connection: running at least 3 Mbps


PROCESS DOCUMENT QA

Process Document QA

OPERATIONS

KEY ROLE

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our virtual assistants on calls. The QA will monitor inbound and outbound calls to assess demeanor, compliance, conversation quality, and conformity to company policies and procedures. He/she will assist in developing, creating, and implementing quality processes and procedures; as well as making recommendations for enhancements to training materials as needed. This role will report directly to the Quality Lead with the supervision of the Head of Operations.

RESPONSIBILITIES

may include but are not limited to

Analyses or audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery.

Provides structured and timely recommendations to Quality Lead and Head of Operations based on identified opportunities.

Participates in creating call monitoring formats and quality standards.0

Uses customer service expertise to assess existing practices and procedures for process improvement opportunities within the respective clients being managed.

Performs call monitoring and provides trend data to Quality Lead and Head of Operations

Compile, maintain and track the performance of VAs and Trainees in a Dashboard file

Provides detailed documented feedback to the VA’s supervisor/trainer.

Coordinates and facilitates call calibration sessions within the team.

Attend team meetings and perform administrative functions/reporting

Prepares and analyzes quality reports for management staff review.

Perform other duties as required.

QUALIFICATIONS

Must have at least 2 years of experience as a Quality Assurance Analyst in a BPO company handling call audits and analyzing performance trends

Excellent verbal and written English communication skills.

Must be efficient with MS Office applications and Google Docs.

Skills in complex problem solving, judgment, critical thinking and decision making.

Ability to be highly organized with an emphasis on accuracy and timeliness.

Ability to organize information and have attention to detail and accurately follow procedures.

Ability to work with others in a team environment, occasionally under time pressure and on several tasks at the same time.

SYSTEM REQUIREMENTS

Computer Processor: at least i3 (for both primary and back-up computers)

Computer Memory/RAM: at least 8.00 GB (for both primary and back-up computers)

Computer Operating System: at least Windows 7 64-bit

Internet Speed

Primary Connection: running on a 10 Mbps wired plan (above 10mbps preferred)

Back-up Connection: running at least 10 Mbps

DATA ADMINISTRATIVE SUPPORT

Data Administrative Support

OPERATIONS

KEY ROLE

  • This position will be the peacekeepers of our security and data environment. 
  • This person will provide administrative and security analysis support for the Operations Team.
  • Supports the Operations Management in the roll-out of account initiatives by establishing accountability for administrative needs.
  • In charge of compliance monitoring. 
  • Provides administrative assistance to the Head of Operations.

RESPONSIBILITIES

  • Primary responsibility is to manage the generation, quality and accuracy of all Ops data.
  • Assess the efficiency and accuracy of new data sources and data gathering techniques.
  • Secure files and organizes internal reports for easy access and availability
  • Define data privacy and protection processes required and implement systems and workflows that enforces security and better automation.
  • Conducting policy and compliance audits.
  • Updates Operation files and collates team reports for report generation.
  • Delivery of Weekly, Monthly & Quarterly Reviews which includes an Accountability Matrix of Operations Team targetting and will culminate in a consistent health check of the entire team.
  • Transmits important documents and information and secures confidential records for proper safekeeping.
  • Report compliance of each leader to the Head of Ops and share findings and resolution to address risks.
  • May act as a BCP for our WF Team
  • Any other tasks as administered or assigned by the Heads of Operations.

QUALIFICATIONS

  • A Bachelor’s degree in Computer Science, Engineering, or related Science and Math discipline  
  • Must have at least 2 years work experience a  as a Workforce Analyst or Data Analyst
  • Ability to adapt in a complex environment, loves challenges, with the will and drive to learn new things on your own.
  • Deep understanding of security risks and threats as they relate to the company’s operating environments.
  • Has exposure in creating technical documentation for security tools and procedures.
  • Monitors the internal control systems to ensure that appropriate access levels are maintained.
  • Demonstrate high competency working under pressure and executing multiple global projects at the same time.
  • Strong enterprise security understanding.
  • Excellent attention to detail;
  • Ability to effectively prioritize and execute tasks in a high-pressure environment;
  • Experience working in a team-oriented, collaborative environment;
  • Advanced to Intermediate analysis and troubleshooting ability.

SYSTEM REQUIREMENTS

• Computer Processor: at least i5 3rd Generation or higher (for both primary and back-up computers)

• Computer Memory/RAM: at least 4.00 GB (for both primary and back-up computers)

• Computer Operating System: at least Windows 7 64-bit


Internet Speed

• Primary Connection: running on a 8 Mbps wired plan (10mbps and up preferred)

• Back-up Connection: running at least 5 Mbps


QUALITY ANALYST

Quality Analyst

OPERATIONS

KEY ROLE

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our virtual assistants on calls. The QA will monitor inbound and outbound calls to assess demeanor, compliance, conversation quality, and conformity to company policies and procedures. He/she will assist in developing, creating, and implementing quality processes and procedures; as well as making recommendations for enhancements to training materials as needed. This role will report directly to the Quality Manager with the supervision of the Head of Operations.

RESPONSIBILITIES

  • Analyses or audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery.
  • Provides structured and timely recommendations to Quality Lead and Head of Operations based on identified opportunities.
  • Participates in creating call monitoring formats and quality standards.
  •  Uses customer service expertise to assess existing practices and procedures for process improvement opportunities within the respective clients being managed.
  • Performs call monitoring and provides trend data to Quality Lead and Head of Operations
  • Compile, maintain and track the performance of VAs and Trainees in a Dashboard file
  • Provides detailed documented feedback to the VA’s supervisor/trainer. 
  • Coordinates and facilitates call calibration sessions within the team.
  • Attend team meetings and perform administrative functions/reporting.
  • Prepares and analyzes quality reports for management staff review. 
  • Perform other duties as required.

QUALIFICATIONS

  • Must have at least 2 years of experience as a Quality Assurance Analyst in a BPO company handling call audits and analyzing performance trends.
  • At least 1 year in his/her current role (if internal applicant)
  • Excellent verbal and written English communication skills.
  • Must be efficient with MS Office applications and Google Docs.
  • Skills in complex problem solving, judgment, critical thinking and decision making.
  • Ability to be highly organized with an emphasis on accuracy and timeliness.
  • Ability to organize information and have attention to detail and accurately follow procedures.
  • Ability to work with others in a team environment, occasionally under time pressure and on several tasks at the same time.
  • Ability to effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies, including being sensitive to professional ethics.
  • Ability to work in shifting schedules. 

SYSTEM REQUIREMENTS

  • Computer Processor: at least i5 3rd Generation or higher (for both primary and back-up computers)
  • Computer Memory/RAM: at least 4.00 GB (for both primary and back-up computers)
  • Computer Operating System: at least Windows 7 64-bit


Internet Speed

  • Primary Connection: running on a 8 Mbps wired plan (10mbps and up preferred)
  • Back-up Connection: running at least 5 Mbps


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ABOUT THE COMPANY

We are a leading business process outsourcing provider for innovative companies. We hire and train top virtual teams to help our clients launch an efficient, scalable & profitable business with an ultimate focus and goal to deliver a world-class customer experience.

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THEY’RE INTERESTING, WE PROMISE

SUBSCRIBE TO KEEP UP WITH OUR STORIES!

THEY'RE INTERESTING, WE PROMISE