Key Responsibilities and achievements: Handle client communication and/or escalations with guidance and instruction Track project 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 and ensure that associates’ 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 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 associates 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.

Tasks and achievements . Data entry . Have strong rational skills with the ability to collect, organize and disseminate significant amounts of information with attention to detail and accuracy. . Maintain a high work quality and be able to meet targets and deadlines. . Experience of managing multi-cultural teams made up of people from different social backgrounds. . Able to work under pressure; and achieve deadlines. . Competent in using Excel and PowerPoint for reporting purposes. . Know how to meet regulatory requirements. . Ability to motivate and lead others. . A decision maker willing to accept responsibility. . Comfortable working as part of a wider quality assurance team.

Duties . Supervising agents to meet the targets. Maintaining team activities and giving them support in the Field. . Report writing. . Team management In different areas of supervision. Competencies . Never being put off by seemingly insurmountable obstacles. . I am now a fully self-motivated and able to plan own workload in advance.