Role Summary
You will manage task assignments end-to-end—making sure the right worker is assigned to the right task
on time, at the right cost, and with clear communication. This is a fast-paced role where delays, wrong decisions, or poor follow-ups directly impact operations.
What Success Looks Like (KPIs):Skills That Matter:
- Task Assignment (Core of the Role):
- Monitor incoming tasks continuously during your shift
- Assign workers within defined time limits (SLA)
- Ensure no task remains unassigned or delayed
- Act quickly if initial assignment fails (find alternatives)
- Smart Worker Selection:
- Choose workers based on availability, cost, and past performance
- Prefer the most cost-effective worker who can do the job well
- Contact workers to confirm availability before assignment
- Expand search when required to avoid delays
- Cost & Budget Control:
- Follow defined budget rules before assigning any task
- Negotiate rates where needed
- Record valid reasons if cost exceeds budget
- Communication & Updates:
- Monitor emails, chats, and system updates throughout the shift
- Share timely updates with internal teams and customers
- Provide worker details and task status clearly
- Issue Handling & Escalation
- Raise issues immediately if a task is at risk of delay
- Follow escalation steps when needed
- Coordinate with teams to resolve blockers quickly
- Worker & Data Management:
- Assign only trained and approved workers
- Keep worker availability updated
- Ensure all task updates are correctly recorded in the system
- Tasks assigned within SLA (on time)
- High task completion rate with no delays
- Cost within budget for most tasks
- Accurate system updates (no errors)
- Fast response across communication channels
- Proactive issue handling (not reactive)
- Quick decision-making
- Strong follow-up and ownership
- Clear communication
- Ability to work under pressure
- Attention to detail
