Role Overview

The Site Lead is a first-line people manager responsible for the day-to-day quality, performance, and wellbeing of a growing onsite team. They directly manage experts and specialists, own quality assurance across their team’s output, surface data-driven insights to flag issues and opportunities, and handle personnel matters up to escalation threshold. This is a hands-on floor role — the Site Lead’s primary advantage is physical presence, direct observation, and real-time intervention.

Key Responsibilities

People Management

• Directly manage experts and specialists — set daily priorities, unblock work, and maintain clear accountability
• Conduct regular 1:1s focused on performance, development, and issue resolution
• Manage attendance, punctuality, and floor adherence; document patterns and address them early
• Handle first-line personnel issues (conflicts, conduct, underperformance); escalate where appropriate
• Support onboarding of new team members and ensure ramp-up is structured and tracked

Quality Assurance

• Review output against SOP and style guide standards; provide direct, timely feedback
• Distinguish between individual errors and systemic issues; escalate the latter with evidence
• Run calibration checks to ensure consistent interpretation of quality standards across the team
• Maintain QA logs; track error rates by agent, task type, and time period
• Use observed floor behavior to reinforce quality in real time — the onsite advantage over virtual supervision

Data Tracking & Reporting

• Read and interpret daily/weekly performance dashboards covering throughput, error rates, SLA adherence, and utilization
• Identify trends and anomalies in team output data; surface findings with clear context and recommended action
• Maintain accurate records: attendance logs, QA scores, task completion rates, and coaching notes
• Contribute to weekly team performance summaries submitted to the Operations Manager
• Use data to support personnel decisions — coaching plans, performance conversations, and escalations must be evidence-based

Process Optimization

• Identify task-level inefficiencies observed on the floor and propose specific, low-disruption fixes
• Flag SOP gaps or outdated guidance to the Operations Manager with suggested revisions
• Support implementation of approved process changes; ensure experts are trained and adherent before closing the loop
  
  

Required Skills & Experience

What Good Looks Like

• Floor presence: noticed when something is off before data confirms it; addresses it in the moment
• Evidence-first: never raises a personnel issue without documentation; never escalates without data
• Coaching instinct: default response to underperformance is structured support, not immediate escalation
• Scope awareness: proposes optimizations at the task level; does not attempt to redesign workflows unilaterally
• Reliability: reports are accurate, on time, and require minimal correction from the Operations Manager
  
  

English Proficiency

C1 Advanced minimum (IELTS 7.0+). The Site Lead writes performance documentation, conducts structured feedback conversations, and communicates findings to the Operations Manager. Written accuracy and verbal clarity are both required. B2 is not sufficient for this role.

What’s In It For You

Invisible is committed to fair and competitive pay, ensuring that compensation reflects both market conditions and the value each team member brings. Our salary structure accounts for regional differences in cost of living while maintaining internal equity.