Job description
Job Description
The incumbent will be responsible for leading a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper and more scalable solutions.
Responsibilities
Duties will include but not be limited to the following:
Team management responsibilities for a market team, whilst also serving as a cross-functional and a global liaison in developed areas of expertise.
Establish team goals and work with direct reports on strategies for executing, measuring progress and sharing results.
Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions.
Identify actionable insights, suggest recommendations, and influence team strategy through effective communication.
Advocate for users within their market, partnering with global and cross-functional teams to develop global solutions.
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.
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.
Drive the Samasource culture and values within the team.
Promote team work, optimize and maximize personal and team potential and encourage staff development.
Qualifications Required
A degree in Arts or Sciences.
Other Job Specifications
IT literacy in Excel, Access, Word and PowerPoint.
Proficient in written and spoken English.
Great attention to detail and feedback skills.
Excellent written and verbal communication and reporting skills.
Planning and organizational skills.
Fast learner with ability to break down complex information into simple concepts.
Strong interpersonal skills.
Strategic thinker with strong analytical and creative problem-solving skills.
Excellent team player with a passion for ensuring an excellent user experience.
Experience Required
Minimum 2 years of experience in people management in a busy contact centre.
Experience in both data and voice accounts will be advantageous.
Applications close on January 20, 2019. Only shortlisted candidates will be contacted.
