An Evergreen Requisition is an advertisement for positions that Sama hires for throughout the year. It is a way for Sama to build a database of qualified, interested individuals for a particular job function so that when there is a need to fill that type of role, the hiring process will be faster. By applying to an Evergreen Requisition, you are expressing your interest for a particular job function within the Sama family.
At Sama we're looking for people with passion, grit, and integrity. We’re growing faster than we expected and that’s humbling. This means you’ll grow fast too. You will engage in interesting and challenging work that will improve and impact the lives of many. We thrive on change, operate on trust, and leverage the diverse perspectives of people on our team in everything we do.
About The Job
The incumbent will be responsible for supervising and coordinating the work efforts of the Sama service delivery team by leading, motivating and driving performance. Ensuring that the allocated work is done professionally as per the required standards and targets defined and desired by Sama and its clients.
Building and improving relationships with clients and internal stakeholders. Motivating, coaching, and supporting direct reports to maintain positive relationships with clients. Working closely with the Training and Quality Departments to achieve the desired results with the goal of achieving the right standards in performance appraisals.
Key Responsibilities
- Onboard and manage new Project Managers
- Oversee a portfolio of projects by recruiting and managing the team and overseeing the Project Managers and team leaders.
- Drive weekly performance of productivity, quality and impact goals by ensuring that appropriate KPIs are set, monitored real-time and attained.
- Prepare and monitor work plans and task schedules by incorporating sales pipeline into planning, and developing and executing capacity schedules.
- Prepare SamaDC performance reports by ensuring timely collection and analysis of data and trends.
- Execute continuous improvement programs by identifying and resolving problems; initiate corrective operational actions; preparing and executing action plans; completing system audits and analyses; managing system and process improvements.
- Coach and developing team members through regular monitoring and feedback.
- Maintain operational and technical knowledge by tracking emerging trends in data center operations management, and developing strong working knowledge of Sama products and technologies.
- Achieve customer service level agreements (SLAs) through operational excellence and KPI management
- Initiate and ensure ongoing compliance.
Project Management
- Conduct full project strategy implementation from inception, through resource and capacity planning and allocation to conclusion
- Independently manage client relationships for assigned portfolios and handle all major escalations
- Manage and deliver project work and reliable information in accordance with agreed plans and schedules.
- Ensure that all monthly revenue targets are attained and surpassed with timely and high quality project execution.
- Manage new project launches in collaboration with the Sales, Customer Success, Global Service Delivery and SamaDC management teams.
- Provide internal and external stakeholders with transparent and attentive project management support covering production and quality management.
- Manage, organize and coordinate the day to day work of the project management and production staff of the different accounts within the Centre to deliver the highest standards of service to clients.
- Lead and manage the project management and production staff, ensuring that they are well trained, and motivated to meet the objectives and priorities of the Centre.
Minimum Qualifications
- A Bachelor's degree in Business Operations or related discipline or equivalent
- A minimum of 8 years of work experience with at least 2 of those in a BPO or scaled customer service operations management level position
- A minimum of 2 years of supervisory experience managing performance, reporting, providing timely coaching and feedback, and motivating employees.
- A minimum of 6 years project management experience.
- Experience in client services with a focus on relationship management.
- Expert in digital skills: Google suite, Microsoft office, systems and applications
- Experience in managing project costs
- Experience in client facing roles
Preferred Qualifications
- Experience in client services
- Understanding of the basics of AI/ML technology will be an advantage
- Project management qualification
Our Culture
Sama is quite unique. We are a technology company with a social mission. People that thrive in a high growth environment, love working on the bleeding edge of technology, and really care about having a positive impact on the world are a great fit for the Sama culture. Our core values are grit, integrity, humanity, and GTD (Get Things Done).
Our Benefits
Sama offers competitive compensation commensurate with experience and a full benefits package, including: medical, pension scheme, annual leave, paid disability insurance, and professional development opportunities
At Sama, we pride ourselves in being a diverse and equal opportunity employer.
Gmail
Yahoomail