The Ugandan Jobline

• Build, develop and motivate a
  high-performing team of agents to deliver exceptional project performance
• Ensure overall achievement of
  performance objectives, micro work task goals per hour, operational
  performance, schedule adherence, team quality management, relevant
  productivity targets and employee satisfaction
• Identify and develop measurement
  standards for the improvement of performance and operational effectiveness
• Drive adherence to project process
  compliance
• Identify areas for process improvement,
  implement corrective actions with a focus to increase in microwork
  conversion and improvement in quality standards
• Effectively communicate performance
  management and development processes and provide regular assessment and
  review of performance to local and client stakeholders
• Collaborate with the Team Leaders,
  Quality Analyst and conduct weekly agent feedback and motivation sessions
  on areas of improvement. Provide written reports to immediate supervisor.
• Work with the Team Leader and Quality
  Analyst to achieve consistency across teams, build awareness of team
  strengths and developmental needs
• Create team training plans and to
  maximize potential through ongoing coaching, development and recognition.
• Be accountable for all the Company’s
  assets including cash, computers, furniture, solar panels, and batteries
  at the assigned centre.
• Manage the Super Center in profitable
  manner 
• Ensure optimal deployment of FTEs
• Allocate targets to Micro workers
  through Team leaders
• Monitor performance and manage it
• Ensure all reports are generated and
  sent to relevant authorities
• Control center costs and expenses
• Monitor and manage quality of micro work
  produced
• Set  revenue targets basing on
  productivity for micro workers
• Sets quality targets for micro workers
  through Team leaders
• Conduct project trainings/ coaching
  sessions to achieve productivity.
• Identify, train and recommend staff for
  promotion. 
• Analyses all reports and make informed
  decisions pertaining achieving targets
• Supervise  mobile money
  transactions as per procedure
• Ensure that Company cash is properly
  kept in lockable drawers/ safes and no loss is incurred
• Monitor and supervise SINFA Uganda
  Projects and other services that will be enrolled from time to time.
• Maintain an up-to-date  record of
  all center files and records 
• Perform other duties as may be assigned
  from time to time.

• Collaborate with Team Leaders to conduct
  regular individual and group coaching sessions with agents every week
• Lead weekly performance review meetings
  (30 mins per week) with all Team Leaders
• Working with the Team Leaders, conduct a
  30-minute pre-shift meeting everyday prior to starting shift
• Maintain agent performance files
  including: signed weekly coaching form; signed weekly Quality Assurance
  summaries; signed weekly performance review report;

• The candidate should possess
  a Bachelor’s degree in Business Administration, Statistics, Quantitative
  Economics, Computer science, or a related field from the recognized
  institution.
• Five  years’ experience in Business management
  and team leadership in a supervisory position
• A BPO experience
• Proficiency in
  numerics, planning, monitoring and forecasting
• Proficient in MS
  Office suite and Internet tools
• Excellent coaching
  skills
• Extremely detailed and
  results-oriented
• Excellent written and
  oral communication skills
• Plans and carries out
  responsibilities with minimal direction
• Strong people
  management skills
• Has an open minded and
  flexible approach
•  

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