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  • Posted: Dec 14, 2018
    Deadline: Not specified
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    Samasource was founded in 2008 in order to lift people out of poverty by connecting them to dignified digital work. Since then, we've employed more than 8,000 people in Kenya, Uganda, India, and Haiti. Samasource was born out of the belief that talent is equally distributed, but opportunity is not. ​​ We help...
    Read more about this company

     

    Team Leader

    Job Description

    Reporting to the Account Manager, the incumbent will be responsible for supervising and coordinating the work efforts of the team members by leading, mentoring and coaching. S/he shall also work closely with the Training and Quality Departments to achieve the desired results with the goal of achieving the right standards in performance appraisals.

    Responsibilities

    Duties will include but not be limited to the following:

    • Tracking project performance for all team members and providing constructive feedback
    • Ensuring overall achievement of team performance objectives, operational performance, schedule adherence and team quality
    • Monitoring and reporting on project performance
    • Providing floor support, handling escalations and ensuring that agents’ personal targets and deadlines are met.
    • Providing support and assistance for team members to assist in the development of their skills and knowledge and identifying project training requirements.
    • Providing regular coaching and training on new and existing products and changes to any processes.
    • Preparing daily individual performance activity reports, incident logs and shift planners to ensure that the statistics are well interpreted to meet the required business standards.
    • Building team work, provide the team with appropriate communication and gain their feedback through regular team meetings.
    • Driving the Samasource culture and values within the team.

    Qualifications Required

    Minimum of a Diploma in a business related field.

    Skills Required

    • Ability to handle, prioritize, multiple projects simultaneously
    • IT literacy in Excel, Access, Word and PowerPoint
    • Great attention to detail and feedback skills.Excellent communication skills
    • Planning and organizing skills
    • Fast learner with the ability to break down complex information into simple concepts.
    • Reporting and analytical skills
    • An excellent team player with very good interpersonal and problem solving skills

    Experience Required

    • At least One year of work experience in a contact center environment.
    • Experience in both data and voice accounts advantageous

    Applications close on December 21, 2018. Only shortlisted candidates will be contacted.

    Method of Application

    Interested and qualified? Go to Samasource on www.linkedin.com to apply

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