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

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