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
Duties will include but not be limited to the following:
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 Required
Minimum of a Diploma in a business related field.
Skills Required
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 Required
At least One year of work experience in a contact center environment.
Experience in both data and voice accounts advantageous
Applications close on December 21, 2018. Only shortlisted candidates will be contacted.
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