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 the performance of 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 organization's culture and values within the team.
Minimum Qualifications:
A degree or diploma in a business-related field.
At least two years 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.