Samasource Senior Team Leader Jobs in Kenya

Samasource Senior Team Leader Jobs in Kenya


About The Job

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

    Key Responsibilities

  • Act as Client facing SPOC on sub projects within the main project.

  • Facilitate and coordinate meetings with DPUs (partner DCs) following up on workload assignments and production updates/changes and reporting to PM.

  • Workflow source preparation and management on client tools (IRIS, MOS)

  • Agent planning and resource allocation across process types and production steps based on client priority lists and delivery deadlines.

  • SPOC on quality and production concerns and escalations. Responsible for risk management and action items under MCPET.

  • Sub project capacity planning and actuals monitoring.

  • Manage new sub projects onboarding (within current SOW), KPI development and improvement.

  • Supervise Junior TLs within sub project, assigning daily project running responsibilities.

  • Daily client facing reporting on email, SharePoint, MOS.

  • Work with the PM to execute project work plans and project life cycle instructions.

  • Track project performance for all teams 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 targets and deadlines are met.

  • Provide support and assistance for team members to assist in the development of their skills and knowledge and identifying project training requirements.

  • Provide regular coaching and training on new and existing products and changes to any processes.

  • Oversee quality, conduct
    regular quality assessments and lead weekly performance reviews for all agents in 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 Samasource culture and values within the team.

    Minimum Qualifications

  • A degree or diploma in a business related field.

  • At least one year of work experience in a contact center environment.

  • Experience in both data and voice accounts will be advantageous.

    Preferred Qualifications

  • Ability to handle, prioritize, multiple projects simultaneously

  • IT literacy in Excel, Access, Word and PowerPoint

  • Excellent communication skills in English and Swahili (reading, writing and speaking).

  • Reporting and analysis skills

  • Conflict prevention and resolution skills

  • Team management Skills

  • Great attention to detail and feedback skills.

  • Planning and organizing skills

  • Reporting and analysis skills

  • Strong interpersonal skills.

  • Strong analytical skills and problem solving skills.

    How to Apply

  • For more information and job application details, see; Samasource Senior Team Leader Jobs in Kenya


    Find jobs in Kenya. Jobs - Kenya jobs. Search our career portal & find the latest Kenyan job positions, career opportunities & jobs in Kenya.

    Jobs in Kenya - banking jobs, IT jobs, accounting jobs, NGO jobs, business administration, ICT, UN jobs, procurement jobs, education jobs, hospital jobs, human resources jobs, engineering, teaching jobs, and other careers in Kenya.

    Find your dream job from 1000s of vacancies in Kenya posted and updated daily - click here!


  • Click here to post comments

    Join in and write your own page! It's easy to do. How? Simply click here to return to NGO Jobs in Africa.

    Scholarship 2020/21

    Undergraduate Scholarships 2020/2021
    Masters Scholarships,
    PhD Scholarships,
    International Scholarships.