About the Job:

You will be responsible for tracking performance and coordination of day-to-day team activities to ensure effective team operations and collaboration.

Key Responsibilities: 

• Track performance for all team members 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 agents’ personal targets and deadlines are met.
• Coach and support team members in developing their skills, competency and individual performance.
• Identify knowledge gaps and recommend project training requirements.
• Provide regular coaching and training on new and existing products and changes to any processes.
• Oversee quality, working closely with the quality management team, to secure high quality performance across 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 Sama culture and values within the team.

Requirements

Minimum Qualifications:

• A degree or diploma in a business-related field.
• At least two year of work experience in a fast-paced operational environment.
• Experience in both data and technology accounts will be advantageous.
• Team management skills
• Ability to lead and influence others

Good to Have:

• Ability to handle, and prioritise, multiple projects simultaneously
• IT literacy in Excel, Access, Word and PowerPoint
• Excellent communication skills in English and Swahili (reading, writing and speaking).
• Reporting and analytical skills
• Conflict prevention and resolution skills
• Great attention to detail and feedback skills.