• You'll lead a team of IT analysts, setting the operational standards that keep our customers happy, and work across the organisation to make sure we're building for scale, not just reacting in the moment. • Manage people and performance, shape how we work across customers, and partner with operations, product, and employee experience to build something that lasts. • Own our SLA and quality targets, including tracking performance, identifying gaps, and driving the changes needed to close them. • Develop and monitor KPIs that give the team and leadership clear visibility into what's working and what isn't. • Partner with operations leadership to design and implement processes that allow the help desk to scale without losing quality. • Partner with employee experience to ensure our hiring and performance management systems stay aligned with team capacity needs. • Partner with the product team to surface trends, flag systemic issues, and identify opportunities for automation and improvement. • Ensure shifts are properly staffed, equipped, and set up to succeed every day.

• Quản lý lịch hẹn (Trách nhiệm cốt lõi) • Theo dõi các yêu cầu đặt lịch hẹn gửi đến qua email và hệ thống nội bộ • Phân bổ lịch hẹn cho các bác sĩ theo lịch trực • Tự thực hiện xác nhận lịch hẹn thông qua hệ thống CRM nội bộ • Đảm bảo tất cả các lịch hẹn được xác nhận trong thời gian SLA quy định • Tiếp nhận & điều phối yêu cầu • Phản hồi xác nhận các yêu cầu từ người dùng hoặc bác sĩ trong thời gian SLA quy định • Chuyển tiếp các yêu cầu đến các bộ phận nội bộ phù hợp của WhiteCoat để xử lý tiếp • Theo dõi và đảm bảo việc bàn giao thông tin rõ ràng, đầy đủ

• Monitor in-bound appointment booking requests via email and internal system • Assign appointments to rostered clinicians based on language requirements, clinician availability and capacity • Confirm appointments independently using the in-house CRM system • Ensure all bookings are confirmed within defined SLAs • Acknowledge in-bound user or clinician enquiries within defined SLAs • Route enquiries to the appropriate WhiteCoat internal teams for follow-up • Track and ensure handovers are clear and complete • Flag unusual cases, edge scenarios, or capacity issues to the in-market lead

• Own and manage traffic supply across SSPs, exchanges, and publishers. • Maintain strong relationships with inventory partners. • Act as the main point of contact for traffic-related delivery issues. • Track and analyze traffic performance metrics. • Proactively address delivery gaps caused by supply limitations. • Improve traffic management workflows and processes.