Team Lead 1 at Africa AI

Key Responsibilities:

• Ensure that the allocated work is properly distributed to all the team members and is executed in a timely manner.
• Ensuring the department’s productivity is maximized to the required standards and the pre-defined KPI’s, performance targets and standards are achieved in accordance with the business plan.
• Monitor and report progress on performance, provide feedback and take appropriate corrective action. Ensure that personal targets and deadlines are met.
• Provide support and assistance for team members to assist in the development of their skills and knowledge and identifying campaign training requirements.
• Provide regular coaching and training on new and existing products and changes to any processes.
• Conduct regular quality assessments and coaching; offering constructive feedback, which will include QA feedback sessions and continuously developing quality.
• Prepare daily individual performance activity reports, incident logs and shift planners to ensure that the statistics are well interpreted to meet the required business standards.
• Provide the team with appropriate communication and gain their feedback through regular team meetings.
• To motivate the team to provide a first class service to all our clients whilst ensuring business targets are met.
• Work closely with the other Team Leaders to ensure that queries across all areas of the business are handled.
• Recognize & celebrate team & individual accomplishments & exceptional performance
• Carry out any other ad hoc duties as may be requested, from time to time, by immediate Manager
• The Team Leader shall keep the Project Manager/Management informed of schedules, priorities, accomplishments & ongoing issues, participate in achieving resolutions to identified issues.
• Drive the AAI culture and values within the team.
• Promote team work, optimize and maximize personal and team potential and encourage staff development.
• Manage a minimum of 15 taskers
• Manage taskers in low level complexity projects

Minimum Qualifications:\

• A degree or diploma in a business related field.
• Two years of work experience in a contact center environment/data labeling environment.
• Minimum 1 years of experience in Team leader position in a busy contact center/data labeling site.

Preferred Qualifications:

• Able to handle, prioritize, multiple projects simultaneously
• IT literacy in Excel, Access, Word and PowerPoint
• Knowledge of English and Swahili
• Fluent in English (written and verbal) and Swahili
• Great attention to detail and feedback skills.
• Excellent communication skills
• Planning and organizing skills
• Fast learner and able to break down complex information into simple concepts.
• Reporting and analysis skills
• Strong interpersonal skills.
• Strong analytical skills and problem solving skills
• Excellent team player and captain