Job Openings at Samasource

About the Job:

In preparation for Samasource’s next phase of growth, we are sourcing for an experienced and seasoned Teal Lead.

This role will provide day-to-day support in running of the individual production team and ensuring that their performance are met and needs raised through the correct channels for assistance and support. This position is focused on the transformation of the current norms within the delivery teams to achieve the next levels of excellence.

You will serve as a key partner to the Account Manager and reporting directly to this role.

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 Operations Manager/Management informed of schedules, priorities, accomplishments & ongoing issues, participate in achieving resolutions to identified issues.
• Drive the Samasource culture and values within the team.
• Promote team work, optimize and maximize personal and team potential and encourage staff development.

Minimum Qualifications:

• A degree or diploma in a business related field.
• Two years of work experience in a contact center environment.
• Minimum 1 years of experience in Team leader position in a busy contact center
• Experience in both data and voice accounts will be advantageous

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

Application deadline is October 27, 2020. Only shortlisted candidates will be contacted.

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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 Samasource 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:

• Minimum of a Diploma in a business related field.
• Minimum of 3 years of experience assisting with the implementation of complex operational procedures including creation/delivery of classroom-style training and documentation in a busy contact center.
• Experience in both data and voice accounts will be advantageous.

Preferred Qualifications:

• Passion for providing 1:1 support to people with accuracy and empathy.
• Exceptional attention to detail and nuance.
• Planning, organizing, reporting and analysis skills.
• Fast learner with the ability to break down complex information into simple concepts.
• Track record of developing and maintaining expertise on corporate policies and/or community standards.
• Demonstrated ability to perform well in a highly dynamic and rapidly changing environment.
• Strong critical thinking and problem solving skills.
• Ability to multitask and work independently in an unstructured environment.
• Strong interpersonal skills.
• Conflict prevention and resolution skills.
• Fully computer literate on MS programs.

Application deadline is October 27, 2020. Only shortlisted candidates will be contacted.