Current Openings at Sama

Key Responsibilities: . 

• Build and lead a team of business analysts to facilitate internal and external business insights.
• Provide data analytics support to drive Program Delivery and Operations 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 BI and BA team to build the skills, and 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 BI and analytics tooling discussion and evaluations to ensure we have the right technology at each stage of our scale.
• 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. 
• Acts as a Program leader to assist in providing independent review and evaluation of business information; Support Global Compliance team.

Minimum Qualifications: 

• BA in Business Intelligence preferred or Statistics/finance/analytics.
• Minimum of 6 years working in BI/BA roles.
• Team management experience.  
• Experience in a rapid change, rapid growth environment preferred.

Preferred Qualifications:

• Masters in Business Intelligence. 
• 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.

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Key Responsibilities: 

• Develop the skill of Service Delivery Director and Head of Operations in Project execution, and client-facing responsibilities. 
• Develop a high-caliber team by recruiting, selecting, onboarding, training, and coaching employees.
• Effectively communicate job expectations; plan, monitor, appraise and review direct report performance
• Plan and review compensation for service delivery.
• Determine Service Delivery strategic plan to enable rapid scale evolution of work verticals and alignment of training with worker skill levels;
• ROI analysis on pursuing ISO or other certifications and positioning of the Center relative to the competitive landscape.    
• Monitor and evaluate performance based upon financial, operational, and impact KPIs.
• Be a regular presence on the production floor and actively interact with managers, supervisors, and agents to ensure productive engagement and proper functioning of systems.
• Meet Service Delivery’s financial and impact targets by supporting the preparation of annual budgets; forecasting expenditures; taking ownership of variances; and complying with Sama recruitment and compensation practices.
• Test and refine new operational strategies that support efficiency, scale, and best-in-class BPO processes and share learnings with key Sama stakeholders.   
• Maintain professional and technical knowledge by tracking emerging trends in data Center management; actively engaging in and participating in the East African ICT community.
• Ensure alignment and execution of agent training with business needs, including providing ongoing feedback to Learning and Development on baseline training requirements; integrating learning tracks into agent workforce development plans; and working with operations to develop and track worker skill-sets and skill levels in order to execute sales pipeline.
• Provide leadership and expert advice on service delivery issues, planning, service development approaches and create best-practice service delivery goals, standards, and measures of success to ensure expectations are clear and that service delivery strategies are well aligned to overall agency objectives.
• Meet a variety of Client needs and manage escalations through coaching and leading Directors and  Project leaders. 
• Drive and oversee financial, human, physical, and intellectual capital/resources and their interdependencies in an operationally effective and efficient manner to better facilitate service delivery and optimize outcomes 
• Provide high-quality service strategy advice to executive leadership to effectively inform strategic planning processes.
• Develop and execute robust service delivery governance and risk frameworks to identify, manage and minimize financial, reputational, and service delivery risks.
• Monitor and evaluate service delivery processes and outcomes to ensure service delivery is efficient and cost-effective and to action necessary improvements as required.

Requirements:

• Bachelor’s degree in Business, Operations or related discipline or equivalent work experience. 
• 8+ years of experience in BPO or large-scale Customer Service management.

Preferred Qualifications:

• Masters Degree in Operations /Project Management or equivalent

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Key Responsibilities: 

• Oversee the research, testing, and implementation of innovative course development /and delivery tools that support rapid creation and deployment of programs.
• Manage a high-performing team in the Learning & Development department Across multiple countries.
• Lead and facilitate the design, creation, and adjustment of training content, online learning modules, guides, and course materials.
• Ensure consistent, effective design and implementation of training programs and materials aligned to the organizational mission and core values.
• Prepare the annual strategic roadmap for both technical and soft skills development for improved service delivery.
• Create and maintain processes to monitor the health and effectiveness of training interactions and the return on investment for the business.
• Design, develop, and deliver learning and development courses for delivery of both in-person and remote/online formats.
• Lead and facilitate team development/change initiatives.
• Build relationships and influence your leadership team colleagues to address issues that inhibit effective learning.
• Coordinate the evaluation of the L&D team’s performance as well as the effectiveness of the training programs implemented.
• Monitor and report on L&D activities, costs, and performance.

Requirements:

• 10 years of experience in learning/training.
• Bachelor’s Degree in a related field.
• Advanced Degree in Curriculum Design or related field.
• 5+ years of learning and development/training experience.
• Strong communicator in multicultural setting with strong presentation and facilitation skills with a range of audiences (from Team Level to Executive Level engagement).

Good To Have:

• Extensive experience with Learning Management Systems – requirements gathering, implementation, and management.
• Extensive experience working in a fast-paced, complex, matrixed organization.
• Senior leadership experience with a company. Demonstrated experience setting executive-level strategy. 
• Demonstrated experience in skill and competency mapping and data management.
• Demonstrated track record of fast career progression, especially through internal promotion.
• Ability to manage multiple departments and initiatives to ensure on-time delivery and quality using both internal and external resources.
• Effective and adaptable communication, with the skills to successfully train a variety of employee types and levels (e.g., managers, individual contributors, etc.)

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Key Responsibilities: 

• Collaborating with other department leaders (global and local) to define, prioritize, and develop projects.
• Planning project management, including setting deadlines, prioritizing tasks, and assigning team members to various deliverables.
• Analyzing financial data, including project budgets, risks, and resource allocation.
• Providing reports to Executives.
• Overseeing the development of the project and ensuring that the right team members are part of the process (using RACI methodology) and that team members are carrying out their tasks efficiently.
• Drafting new and improving existing project management office policies and processes.
• Continuously evaluating projects to ensure they are meeting company standards, adhering to budgets, and meeting deadlines.
• Accurately documenting the project’s creation, development, and execution as well as documenting the project’s scope, budget, and justification.  

Requirements:

• Bachelor’s Degree in Technology – IT, System Engineering, Computer Science or a related field and strong work experience.
• Project Management Certification may be advantageous.
• 5+ years of experience in the industry.
• 1+ years of experience in a supervisory position may be advantageous.
• Strong demonstrated leadership skills.
• Good written and verbal communication skills – Ability to clearly communicate complex quantitative analysis in actionable insights.
• Strong attention to details and technicalities, and highly analytical.
• Excellent organizational and technical skills.
• Good interpersonal and multi-tasking skills.  

Good to Have:

• Strong technical and numerical skills with advanced Excel skills.
• Strong communication skills (both written and verbal).
• Detail-oriented and passionate about problem-solving.
• Ability to work on own initiative or as part of a team. 
• Knowledge of data tools, experience in basic SQL and G-suite applications would be an added advantage.
• Ability to collaborate with available Project Management Tools 

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Key Responsibilities: 

• Build and lead a team of Real Time Business Analysts to facilitate internal and external business insights.
• Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders
• Enforce real time adherence in all Work Types and Markets within the scope of operation
• Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs
• Constant interaction with Client, reporting site performance; including but not limited to staffing compliance, skilling status, and outages provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion
• Lead the Program’s Real Time BA team to build the skills, processes and collaboration with other teams necessary to improve solution delivery speed and improve end-user satisfaction.
• Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws
• Appropriate distribution of programmed shrinkage (activity codes) to guarantee the accuracy of projections related to productive staffing commitment
• Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks
• Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level
• Supervise a team of analysts across a wide range of projects.
• 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.

Minimum Qualifications:

• 3-4 years of experience working in a reporting environment, with proven ability to deliver high quality & accurate reports within demanding timescales
• Minimum of 3 years working in BI/BA roles. 
• Hold a Degree in Business/ Actuarial Science/ Mathematics/ Computer Science or equivalent
• Have good knowledge of SQL and Relational Databases
• Proactive and able to take decisions based on real time situations
• Team management experience.  
• Advanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, MATCH, table arrays, macros)
• Proven ability to create insightful dashboards by use of available  data visualization tools

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Key Responsibilities: 

• Help create stories and narratives highlighting Sama’s social impact and sustainability efforts for internal and external audiences, including customers.
• Manage all stages of the development of content, including identifying topics, coordinating with internal stakeholders, helping create storylines, editing content, and sharing content in multiple mediums or on various platforms.
• Collaborate with project teams, Marketing, and other members of the Impact team to determine elements of Sama’s impact to highlight or to further research.
• Conduct semi-structured and structured interviews with members of Sama’s impact workforce and community members.
• Provide guidance and support to team members sharing their stories in written or video testimonials.
• Develop, deploy, and manage impact data collection instruments, including interview protocols and surveys.
• Lead efforts to collect data to monitor and evaluate social impact and sustainability in East Africa.
• Enhance and maintain impact data management systems and data sharing processes.
• Represent Sama at events focused on impact and serve as the primary point of contact for impact partnerships in East Africa.

Requirements:

• Bachelors Degree in relevant field.
• Experience conducting research and/or supporting monitoring and evaluation systems (in a project/program or academic setting).
• Experience using information from multiple sources to tell stories in various formats (narratives, videos).
• Solid project management and organizational skills.
• Experience conducting semi-structured interviews.
• Ability to use data to tell compelling stories.
• A collaborative approach and ability to work with colleagues from diverse backgrounds and time zones.
• A strong commitment to advancing social impact and sustainability.
• Advanced English language proficiency

Good To Have:

• Experience using survey development platforms and data analysis tools (e.g., SurveyMonkey).
• Experience collecting and managing qualitative and quantitative data from multiple sources.
• Experience building and maintaining community and global partnerships

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Key Responsibilities: 

• Project financial analysis, reporting and forecasting. 
• Provide a single source of truth for billing and other project finance data. 
• Lead client engagements on complex negotiations and billing management.  
• Variance analysis for price, volume, mix and using the analysis to identify problems and make appropriate recommendations for overall financial health of the project. 
• Support business in driving margin enhancement initiatives, structure deals to drive optimal ROI.
• 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 margins. 
• Work with Business intelligence teams to maintain accurate business data files and ensure data integrity via periodic audits of data sources
• Providing assistance with modelling and scenario testing for new business opportunities.
• Understand the impacts created by metrics such as billable utilization and articulate the drivers for low or high billable utilization.
• 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 commercial targets with project leads.

Minimum Qualifications:

• A degree in Statistics, Economics or a business related field. 
• 4 – 5 years experience in business finance specialising in management accounting and  Finance analysis 
• Topnotch 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

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Key Responsibilities: 

• Acquiring data from primary or secondary data sources and maintaining databases/data systems. Identifying, analyzing, and interpreting trends or patterns in complex data sets. Enabling internal teams to monitor and track their key performance indicators (KPIs) and recommend improvements to current business metric collection process.
• Interpreting data, analyzing results using statistical techniques and produce and deliver tracking and reporting for key KPI/SLA’s in the business.
• Developing and implementing databases, data collection systems, data analytics and other strategies that optimize statistical efficiency and quality.
• Design key dashboards and scorecards for Senior Leadership and Business Unit (Team Leaders, Training Team, Quality Analysts/Analysts, etc.)
• Perform ad-hoc data analysis to support the business initiatives.
• Create and maintain efficient and secure systems for recording data and producing relevant documentation.
• Maintain the daily relationship with the business intelligence supplier.
• Seek opportunities to drive innovation and process improvement within the reporting spectrum
• Filtering and “cleaning” data by reviewing computer reports and performance indicators.
• Contributing to the maintenance of business analysis tools and processes with a significant contribution to influence data policy development and regulation in the organization.

Minimum Qualifications:

• 2-3 years of experience working in a reporting environment, with proven ability to deliver high quality & accurate reports within demanding timescales.
• Hold a Degree in Business/ Actuarial Science/ Mathematics/ Computer Science or equivalent.
• Have good knowledge of SQL and Relational Databases.
• Proven ability to create insightful dashboards by use of available visualization tools.

Preferred Qualifications:

• Strong technical and numerical skills with advanced Excel skills.
• Strong communication skills (both written and verbal) – ability to clearly communicate complex quantitative analysis in actionable insights.
• Detail-oriented and passion for problem-solving.
• Ability to work on own initiative or as part of a team.
• Knowledge of data tools

go to method of application »

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