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Senior Team Leader

About the Job:

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


Key Responsibilities:

  • Act as Client facing SPOC on sub projects within the main project.
  • Facilitate and coordinate meetings with DPUs (partner DCs) following up on workload assignments and production updates/changes and reporting to PM.
  • Workflow source preparation and management on client tools (IRIS, MOS)
  • Agent planning and resource allocation across process types and production steps based on client priority lists and delivery deadlines.
  • SPOC on quality and production concerns and escalations. Responsible for risk management and action items under MCPET.
  • Sub project capacity planning and actuals monitoring.
  • Manage new sub projects onboarding (within current SOW), KPI development and improvement.
  • Supervise Junior TLs within sub project, assigning daily project running responsibilities.
  • Daily client facing reporting on email, SharePoint, MOS.
  • Work with the PM to execute project work plans and project life cycle instructions.
  • Track project performance for all teams 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 targets and deadlines are met.
  • Provide support and assistance for team members to assist in the development of their skills and knowledge and identifying project training requirements.
  • Provide regular coaching and training on new and existing products and changes to any processes.
  • Oversee quality, conduct regular quality assessments and lead weekly performance reviews for all agents in 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 Samasource culture and values within the team.


Minimum Qualifications:

  • A degree or diploma in a business related field.
  • At least one year of work experience in a contact center environment.
  • Experience in both data and voice accounts will be advantageous.


Preferred Qualifications:

  • Ability to handle, prioritize, multiple projects simultaneously
  • IT literacy in Excel, Access, Word and PowerPoint
  • Excellent communication skills in English and Swahili (reading, writing and speaking).
  • Reporting and analysis skills
  • Conflict prevention and resolution skills
  • Team management Skills
  • Great attention to detail and feedback skills.
  • Planning and organizing skills
  • Reporting and analysis skills
  • Strong interpersonal skills.
  • Strong analytical skills and problem solving skills.


Application deadline is September 22, 2020. Only shortlisted candidates will be contacted.


About Samasource:

25% of the Fortune 50 trust Samasource to deliver secure, high-quality training data and validation for the technology teams driving humanity forward. From self-driving cars to smart hardware, Samasource fuels AI. Founded over a decade ago, we’re experts in image, video, and sensor data annotation and validation for machine learning algorithms in industries including automotive, navigation, AR/VR, biotech, agriculture, manufacturing, and e-commerce. Our staff are driven by a mission to expand opportunity for low-income people through the digital economy, and our social business model has helped lift over 50,000 people out of poverty. 


Our Culture:

Samasource is quite unique. We are a technology company with a social mission. People that thrive in a high growth environment, love working on the bleeding edge of technology, and really care about having a positive impact on the world are a great fit for the Samasource culture. Our core values are grit, integrity, humanity, and GTD (Get Things Done).


At Samasource, we pride ourselves in being a diverse and equal opportunity employer.

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