Shu Zhu

Operations Team Lead @Covalen

Dublin, IE

Manage Content Analysts Teams who ensure a safe environment for the community.• Coordinating the work of PSMEs, Quality Reviewers, QAs & well as as teams of Analysts.•Managing team performance, quality, behavior, attendance standards and targets to meet client SLA’s and KPI’s. • Effective 121s, Motivating and inspiring the teams.• Manage day-to-day operations of teams including workflows, scheduling & resourcing. •Ensure that allocation of workload & monitoring of various queues /systems for a high standard.• Manage and coach individual and team performance against expected productivity metrics and quality targets.• Providing regular feedback to individuals and coaching for career development.• Overseeing and supporting changes to services, policies, procedures, resources and facilities in order to positively and flexibly meet business requirements.•Reviewing working practices and processes, implementing developments in order to improve productivity and quality.•Headcount and forecasting responsibilities for various projects.• Closely liaison with global counterparts, developing effective and trustworthy relationships with the client• Keeping key relationships with departments managers, quality and policy managers to improve the production process and delivery of services to the client.•Planning and forecasting daily, weekly and monthly coverage.

Loughborough University

Master of Science - MS, Sports Management

Technological University Dublin

Master of Science - MS, Tourism Management