Careers at Africa Management Solutions Limited (AMSOL)

About the Job:

• As a Quality Manager, you will be responsible to ensure that all workflows meet quality standards before submission. You will be expected to understand client expectations and needs, outlining quality standards and developing quality control processes.

Key Responsibilities:

• Implement a clear overall quality strategy with scalable processes/tools/systems that allow resource efficient monitoring of decision accuracy and surface overall user experience issues fast and effectively to define appropriate continuous improvement programs
•  Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems
• Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and global stakeholders
• Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis
• Assess and prioritize the top-quality issues affecting the teams in your office across all decision-making channels
• Quantify business cases and drive cross-functional partners to change our systems, processes and policies to achieve better outcomes
•  Drive investigation of highly sensitive issues affecting your office, working with teams and leaders across our client to understand what happened and why
• Stay connected with how our support ecosystem is evolving and help head off quality issues before they begin, as the client’s products and communities change and grow
•  Find creative workarounds for quality issues where our tools are the root cause and a technical solution is not imminent.
•  As new Content Policies are being developed and prototyped, provide details to local teams around the impact of the policy change on the team’s current work and surfaces gaps in knowledge, process, and technology between the intent of the Content Policy and how content review actually takes place
• Deliver just-in-time training to Analysts on new or changing Content Policies as well as“refresher” training on existing Content Policy on an as-needed basis
•  Actively re-review decision accuracy audits to ensure consistency and alignment with our community standards and internal policies
• Manage investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect.

Minimum Qualifications:

• Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams in a dynamic environment
• 5+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
• Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus
• Project management certification (PMP, Prince2, etc.) is a plus
• Preferred Qualifications:
• Proven track record of collaborating with cross-functional groups to produce results
• Demonstrated ability to perform well in a rapidly changing and extremely global team
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential.
• Experience with Tableau/Power BI or other similar tools is a plus
• Excellent communication skills
• Strong critical thinking and exceptional problem-solving skills
• Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level
•  Passion for our mission of ensuring a world class support experience for our community

go to method of application »

About the Job:

• The incumbent will be responsible for quality scores S/he will assist the Training and Quality Manager in setting quality standards across the organization’s work streams

Key Responsibilities:

•  Analyze agents’ work output against guidelines/standards and provide feedback
•  Identify agents’ strengths and Weaknesses
• Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
•  Compile and send daily, weekly and monthly quality reports and send to the Quality Analyst Supervisor and other relevant stakeholders.
•  Liaise with Team leaders to ensure that feedback and the identified quality gaps are addressed with the individual/team members.
• Collaborate with Operations to ensure that best standards are revised and updated where need be.
• Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher trainings.
•  Keep an up-to-date record of individual agents quality performance for use in performance reviews
• Participate in team briefings to provide the QA objective and also sit in calibration sessions

Minimum Qualifications:

• A degree or diploma in a business related field or equivalent
• Six months’ work experience in a contact center environment.

Preferred Qualifications:

• Experience in both data and voice accounts .

go to method of application »

About the Job:

• The incumbent must possess problem-solving and analytical skills, along with a strong knowledge of current industry practices, such as different measured profitability approaches. You should understand and use new information for present and future problem-solving and decision-making. The ability to work with other managers and intelligence professionals is vital. Further, you must be able to convey information in a clear and effective manner.

Key Responsibilities:

• Build and lead a team of business analysts to facilitate internal and external business insights.
• Provide data analytics support to drive Program decisions.
• Identifying business problems and developing analytic techniques to provide solutions to internal and external teams.
• Draw on strong business and statistical knowledge to organize research or development projects, including identification of relevant data points, data extraction and transformation, data model building, and visualizations.
• Lead the Program’s BA team to build the skills, processes and collaboration with other teams necessary to improve solution delivery speed and improve end-user satisfaction.
• Expert guidance – Understand underlying business challenges and communicate accurate data insights that enable confident, effective decision making.
•  Manage reporting on a variety of areas, driven by data. The “report/dashboard” expert of the company.
• Develop an advanced understanding of industry trends, metrics, and KPI benchmarks.
• Drive analytics tooling discussion in collaboration with the Global Business Intelligence manager to ensure we have the right technology to meet client and project team needs.
• Using data visualization and other data-gathering methods to either provide internal strategic direction or guide decisions for other teams.
•  Prepare data gathering and reporting solutions as change processes are implemented.
•  Supervise a team of analysts across a wide range of projects.

Minimum Qualifications:

• BA in Business preferred or Statistics/finance/analytics
•  Minimum of 3 years working in BI/BA roles.
• Team management experience.
•  Experience in a rapid change, rapid growth environment preferred.

Preferred Qualifications:

•  Excellent communication and interpersonal skills combined with an executive presence
•  Self-motivated to learn new concepts and participate in new projects
• Strong organizational and analytical skills.
•  Demonstrated leadership experience; the ability to develop and coach a team
•  Ability to collect, combine and analyze information under challenging conditions
•  Strong attention to detail
• Strong management and mentoring skills

go to method of application »

About the Job:

• This role will provide a robust support system to offer real time counseling and wellbeing support services and advice to all staff.

Key Responsibilities:

• Assist and support provision of a safe outlet and relief to staff through counselling in order to enhance their productivity.
• Provision of resilience counselling, support to staff,planning and facilitating group counseling processes.
• Psychologically empower staff in an effort to manage stress and burnout.
• Assist in the provision of continuous psychological assessments and identify areas of support required.
• Supporting the Wellbeing Manager and the training team to develop curriculum for personal development and wellness programmes.
•  Assist to identify any trends from counseling sessions and advise the Wellbeing Manager on strategies to manage and enhance employee wellness.
•  Supporting the Wellbeing Manager to schedule and plan for counseling and wellbeing sessions and develop periodic reports.
• Ensure that all documentation is completed in a timely and professional manner
• Ensure that all work with clients is confidential and that ethical practices are observed at all times
• Any other duties as may be assigned from time to time

Minimum Qualifications:

• Bachelor degree in Psychology, Counseling or a related field.
• Excellent interpersonal and communication skills, with the ability to maintain neutrality, impartiality and confidentiality in all aspects of work undertaken.
• Good report writing and observational skills.
• Ability to handle issues with empathy .
• Excellent skills in organization, attention to detail and time management (including the ability to
  meet deadlines)
• Ability to communicate effectively with people from diverse backgrounds and cultures.
• Demonstrated flexibility to adapt to changing requirements and needs and willingness to work across different shifts

Preferred Qualifications:

• At least 3-4 years’ experience in providing trauma and workplace counselling.
• Masters in Psychology, Counselling or a related field
• Member of KCPA or other recognized accredited body for counselors.

go to method of application »

About the Job:

• You will be responsible for tracking performance and coordination of day-to-day team activities to ensure effective team operations and collaboration.

Key Responsibilities:

•  Track the performance of all team members and provide constructive feedback
• Ensure overall achievement of team performance objectives, operational performance, schedule adherence and team quality
• Monitor and report on project performance, provide feedback and take appropriate corrective action.
• Provide floor support, handle escalations and ensure that agents’ personal targets and deadlines are met.
• Coach and support team members in developing their skills, competency and individual performance.
• Identify knowledge gaps and recommend project training requirements.
• Provide regular coaching and training on new and existing products and changes to any processes.
• Oversee quality, working closely with the quality management team, to secure high-quality performance across the team.
• 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.
• Build teamwork, provide the team with appropriate communication and gain their feedback through regular team meetings.
• Drive the organization’s culture and values within the team.

Minimum Qualifications:

• A degree or diploma in a business-related field.
•  At least two years of work experience in a fast-paced operational environment.
• Experience in both data and technology accounts will be advantageous.
• Team management skills
• Ability to lead and influence others

Good to Have:

• Ability to handle, and prioritise, multiple projects simultaneously
• IT literacy in Excel, Access, Word and PowerPoint
• Excellent communication skills in English and Swahili (reading, writing and speaking).
• Reporting and analytical skills
• Conflict prevention and resolution skills
• Great attention to detail and feedback skills.

go to method of application »

About the Job:

• The incumbent is responsible for supporting management by providing high-quality analysis, reports and forecasting to enable informed decision-making that will directly impact the financial performance of the business unit and business relationships. They will ensure top notch accuracy on Headcount Forecasting to align with Billing Operations as per the Statement of Work and other requirements.

Key Responsibilities:

• Lead tracking and support of the allocation of work, auditing and administration of supply and physical capacity across complex operations.
• Support implementing data-driven strategies balancing the priorities and timelines of multiple business units.
• Build tools to enable allocation of projected demand, supply and other factors influencing utilization of capacity and physical footprint and requirements and provide feedback, support and suggestions
• Provide timely responses regarding supply inquiries and proactively create opportunities for capacity creation.
• Track and record allocation of programs capacity to ensure end-to-end system coordination.
• Track and record allocation of programs across footprint ensuring end-to-end system coordination.
• Lead client engagements on complex negotiations on supply planning.
• Variance analysis for price, volume, mix and using the analysis to identify problems and make appropriate recommendations for overall financial health of the project.
• Measuring and reporting monthly KPI’s in relation to project performance incorporating a variety of metrics for management decision making.
• Partner with project leads to drive initiatives to enhance project performance as well as preserve and/or improve project performance based on staffing.
• Work with Business intelligence teams to maintain accurate business data files and ensure data integrity via periodic audits of data sources
• Hands on experience in data structures and data manipulation with a bonus in knowledge in MySQL, Google Data Studio and Looker
• Providing assistance with modelling and scenario testing for new business opportunities.
• Helps promote end user understanding of available data through training and sensitization drives.
• Leading and improving the budgeting and forecasting processes including: agreeing, reviewing, challenging supply targets with project leads.

MinimumQualifications:

• A degree in Statistics, Economics or a business related field.
•  4 – 5 years experience in business finance specializing in management accounting and financial analysis .
• Top-notch Numeracy and accuracy skills
• Ability to engage stakeholders to drive a common understanding on intricate matters

Preferred Qualifications:

• Masters in Business Finance, statistics or related subjects.
• Deep stakeholder and client management experience.

go to method of application »

About the Job:

The incumbent will:

• Tenured agent that supports and coaches team members while enforcing policies, and policy updates.
• A subject matter expert that the team will be relying on to give and assist the team in handling and giving response to complex tasks scenarios that require/need expert judgment or opinion internally.
• The SME will be the main liaison between training, quality, and operations.

Key Responsibilities:

• Real-time Q&A- The SME will only be assisting Pod members with challenging project-related questions raised either virtually or via any recommended channel of communication. NB: Agents should be encouraged to tackle most of their tasks and should only seek assistance when it’s necessary.
• Best Practices- The SMEs will assist in driving the best practice to the team and sensitizing the team on the need to follow best practices at all times. NB: Full responsibility on this remains with the support staff therefore SMEs will not be liable for any misconduct.
• Identify gaps in Project Instruction documents- The SMEs should be quick to identify any gaps in the training guide on the topic during and post-training times. These could be specific topics where they notice the team did not understand or grasp the content well. They should thereafter liaise with the Trainers on possible refresher training.
• Identify and provide suggestions on improvement opportunities- The SME will help drive process Improvements by escalating issues impacting operations productivity or quality and identify process/system/tool/policy improvement opportunities
• Coach and mentor new hire ‘Agents’ at a minimum 1:15 ratio during classroom training and nesting phase on the floor
• Support ‘Team Leader’ in communicating process and policy changes effectively to operations teams.
• Become and remain knowledgeable about Facebook products and community standards. Identify inefficiencies in workflows and suggest solutions
• Respond to user inquiries with high quality, speed, empathy, and accuracy x. Use market-specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of our community of users
• Enforce Facebook’s Terms of Use by carefully monitoring reports of abuse on the site, Recognize trends and patterns, and escalate issues outside Facebook policy to the support team
• Co-facilitate with the primary trainer during new hire on-boarding

Knowledge and Skills:

• Demonstrate better understanding and in-depth product knowledge.
• Demonstrate attention to detail and ability to spot errors/violations.
• Make well-balanced decisions and personally driven to be an effective advocate for the agent community
• A quick learner and team player.
• Strong interpersonal skills, verbal and written communication skills and most importantly empathy.
• Advanced knowledge of MS Office Suite
• Proficiency in analyzing data to derive meaningful information
• Ability to manage and measure workloads, motivate team, mentor and coach.
• Ability to prioritize, audit and manage processes.

go to method of application »

About the Job:

• The incumbent is part of Senior Project Leadership who will lead a team of commercial & supply leads to deliver project analysis, information and forecasting to drive informed decision-making that will have a direct impact on the financial performance of the business. He/She will ensure the team derives value from internal & external stakeholder relationships.

Key Responsibilities:

• Developing a high performing team of supply and commercial specialists within the assigned project.
• Ensuring the relevant project hiring needs as provided in the statement of works is met through recruiting, selecting, onboarding, training, and coaching employees to meet client expectations; effectively communicate job expectations; plan, monitor, appraise, and review direct report performance; plan and review compensation.
• Developing and presenting yearly and regular plans and strategy for commercial & supply plans for the business.
• Leading the development and owning of the project billing and other project commercial finance data.
• Monitor and evaluate performance based upon financial, operational, and impact KPIs.
• Lead & drive client engagements on complex negotiations and billing management.
• Leading and improving the budgeting and forecasting processes including: agreeing, reviewing, challenging commercial targets with project leads.
• Meet Service Delivery financial and impact targets by supporting the preparation of annual budgets; forecasting expenditures; taking ownership of variances; and complying with organization’s recruitment and compensation practices.
• Maintain professional and technical knowledge by tracking emerging trends in the industry; actively engaging in and participating in client industry round tables.
• Measuring and reporting monthly KPI’s in relation to project performance incorporating a variety of metrics for senior management decision making.

Minimum Qualifications:

• 3 – 5 years of team management experience within a finance function
•  7+ years experience in business finance specialising in management accounting and Finance analysis
•  Deep stakeholder and client management experience.
• Ability to engage stakeholders to drive a common understanding on intricate matters

Preferred Qualifications:

•  Masters in Business Finance, statistics or related subjects
• Dynamic leader with a passion of both numbers and managing people
•  Adaptable, agile and energetic in a fast-paced environment
•  Empathy for the client community and passion to create an exceptional experience and provide outstanding support

go to method of application »

About the Job:

• The incumbent will be responsible for supervising and coordinating the work efforts of the organization’s 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 the organization 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 Level 1-3
• Oversee a portfolio of projects by recruiting and managing the team and overseeing the Project Managers and team leaders.
• Driving weekly performance of productivity, quality and impact goals by ensuring that appropriate KPIs are set, monitored real-time and attained.
• Preparing and monitoring work plans and task schedules by incorporating sales pipeline into planning, and developing and executing capacity schedules.
• Preparing  performance reports by ensuring timely collection and analysis of data and trends.
• Executing continuous improvement programs by identifying and resolving problems; initiating corrective operational actions; preparing and executing action plans; completing system audits and analyses; managing system and process improvements.
• Coaching and developing team members through regular monitoring and feedback.
• Maintaining operational and technical knowledge by tracking emerging trends in data center operations management, and developing strong working knowledge of the organization .products and technologies.
• Achieving customer service level agreements (SLAs) through operational excellence and KPI management
• Initiating and ensuring 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 the organization’s 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 2 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