Samasource Team Leader Kenya Jobs

Team Leader Jobs, Samasource Jobs

Team Leader Job at Samasource

Samasource is a social enterprise that provides dignified, internet-based work to people living in poverty. We build technology that helps leverage the brain power of the poor so they can lift themselves out of poverty by providing valuable services to companies around the world. We are a dynamic and growing team with a big vision–to reduce worldwide poverty and its effects through technology. We need the best people to help us achieve it. We like to move fast and get things done. If you join us, you’ll be able to make an immediate impact, connect with some of the brightest people in the fields of social enterprise, impact sourcing, and tech. Samasource is supported by major corporate and philanthropic funders including eBay, Google, Cisco, and the Rockefeller and Ford Foundations.

Job Description

Reporting to the Account Manager, the incumbent will be responsible for supervising and coordinating the work efforts of the team members by leading, mentoring and coaching. S/he shall also work closely with the Training and Quality Departments to achieve the desired results with the goal of achieving the right standards in performance appraisals.

Responsibilities

• Tracking project performance for all team members and providing constructive feedback
• Ensuring overall achievement of team performance objectives, operational performance, schedule adherence and team quality
• Monitoring and reporting on project performance
• Providing floor support, handling escalations and ensuring that agents’ personal targets and deadlines are met.
• Providing support and assistance for team members to assist in the development of their skills and knowledge and identifying project training requirements.
• Providing regular coaching and training on new and existing products and changes to any processes.
• Preparing daily individual performance activity reports, incident logs and shift planners to ensure that the statistics are well interpreted to meet the required business standards.
• Building team work, provide the team with appropriate communication and gain their feedback through regular team meetings.
• Driving the Samasource culture and values within the team.

Qualifications 

• Minimum of a Diploma in a business related field.

Skills

• Ability to handle, prioritize, multiple projects simultaneously
• IT literacy in Excel, Access, Word and PowerPoint
• Great attention to detail and feedback skills.Excellent communication skills
• Planning and organizing skills
• Fast learner with the ability to break down complex information into simple concepts.
• Reporting and analytical skills
• An excellent team player with very good interpersonal and problem solving skills

Experience

• At least One year of work experience in a contact center environment.
• Experience in both data and voice accounts advantageous

Click here to apply

Applications close on December 21, 2018. Only shortlisted candidates will be contacted.