Samasource Center Jobs
by Unknown | at 8:04 AM
The Company:Samasource is an award-winning technology social enterprise that provides dignified, internet-based work to people living in poverty.
We build technology that helps leverage the brain power of the poor so they can lift themselves out of poverty by providing valuable services to companies around the world.
Our technology platform takes large data projects for leading enterprise clients like LinkedIn and Google, and breaks them into smaller tasks called “microwork” which are completed by our workers.
Overview:
Samasource is launching its first owned and operated impact sourcing center, Samasource Impact Sourcing Center (the “Center”), and is seeking a seasoned BPO leader to oversee the successful launch and operation of the Center.
The Center will operate as a double bottom-line business with accountability for achieving financial growth and sustainability as well as livelihood outcomes of its agent base.
The Director is responsible for the daily oversight of the facility and leading a team of Support and Operations Managers charged with achieving client deliverables.
The ideal candidate has significant experience in BPO management and has been actively involved in the design of new facility operating plans.
1. Job Title: Center Director
Location: Nairobi, Kenya
Status: Full-time
This person will be responsible for set-up, including recruiting a team, developing operating processes, setting the strategic objectives, and building a growth plan to achieve financial and impact targets.
Responsibilities:
Launch the Center by ensuring build-out meets BPO requirements; determining organizational structure; recruiting a high-caliber team; setting strategic plans and performance targets; and developing operational plans.
Develop high-caliber team by recruiting, selecting, onboarding, training, and coaching employees; effectively communicate job expectations; plan, monitor, appraise, and review direct report performance; plan and review compensation.
Determine Center strategic focus, including evolution of work verticals; alignment of training with worker skill levels; ROI analysis on pursuing ISO or other certifications; and positioning of the Center relative to competitive landscape.
Monitor and evaluate performance based upon financial, operational, and impact KPIs.
Be a regular presence on the production floor and actively interact with managers, supervisors and agents to ensure productive engagement and proper functioning of systems.
Manage functional direct and dotted-line areas, including human resources, training, quality, technology, facilities and security to ensure that local expectations are clear and deliverables are met.
Meet Center financial and impact targets by supporting the preparation of annual budgets; forecasting expenditures; taking ownership of variances; and complying with Samasource recruitment and compensation practices.
Test and refine new operational strategies that support efficiency, scale, and best-in-class BPO processes and share learnings with key Samasource stakeholders.
Maintain professional and technical knowledge by tracking emerging trends in data Center management; actively engaging in and participating in the East African ICT community.
Ensure alignment and execution of agent training with business needs, including providing ongoing feedback to Samaschool on baseline training requirements; integrating Samaschool training tracks into agent workforce development plans; and working with operations to develop and tracking worker skill-sets and skill levels in order to execute sales pipeline.
Ensure compliance with regulatory agency guidelines and standards.
Along with overseeing Center operations the role will closely work with sales and pre sales to close business and support large bids in East Africa.Desired Skills and Experience:
Bachelor’s degree in a Business, Operations or related discipline or equivalent work experience
A minimum of seven years of experience in BPO management
Demonstrated ability to collaborate across an enterprise toward mutual success
Ability to influence, persuade and negotiate
Capability and flexibility to meet demands and change drivers
Experience in BPO management, including strategic design, organizational management, and workforce development.
Proven experience of managing an organization and influencing other organizations where their support is critical to success.
Ability to work across groups managing individuals both directly and indirectly to achieve a common goal.
A good understanding of start-up and change management.
Strong communication and facilitation skills.
This role is responsible for driving the design and implementation of Samasource’s first owned and operated Impact Sourcing Center.
Strong facilitation and communication skills are required to ensure that the model we design is the optimum one and execution is seamless.
Proven ability to understand, interpret and identify opportunities from business financials and impact metrics.Interested candidates should apply through our website: Center Director
2. Job Title: Training Manager, Samasource Center
Location: Nairobi, Kenya
Status: Full-time
This person will be responsible for content design, execution, and ongoing improvement.
The ideal candidate has significant experience in running BPO data-centered training programs.
Responsibilities:
Develop and create training plans that enable skill-level certification and relevant on-the-job competencies, alongside Samasource’s sister program, Samaschool.
Develop overall objectives and implementation plan for the training organization that are consistent with Samasource and Samaschool and develop a system for monitoring and evaluation.
Design competency tests to evaluate potential new agents, ongoing career progression, and process-level execution.
Use outcome-based experiments to test and iterate on curriculum content and delivery methods.
Manage instructional technology and ensure student completion of online learning modules.
Determine and maintain online learning content and library of courses and tools.
Create client-specific training that supports fast ramp-up and execution in-line with SLAs.
Recruit a team of trainers that are proficient at teaching data-based curricula and are adept at supporting agents from disadvantaged backgrounds.
Manage a team of trainers, providing training of trainers, mentorship, performance evaluation, and feedback.
Oversee training coverage and scheduling based on work volumes.
Ensure that processes needed for the Quality Management System (QMS) are established, implemented and maintained.
Results from the QMS system should be used to inform continuous training improvement.
Ensure that the training team has a high degree of understanding of the QMS and that measures of performance are known across the training team and regularly reviewed.
Develop training program and trainee status reports for managers, and assist managers in identifying and resolving performance issues.
Monitor, record, and disseminate weekly/daily updates on process and training changes.
Support recruitment and selection of agents.
Establish and maintain organization-wide training needs assessment and execution plan.
Develop and oversee training budget.Desired Skills and Experience:
Bachelor’s degree in education or related discipline or equivalent work experience
4+ years of proven experience in developing and implementing BPO training programs
Understanding of or experience with teaching soft and hard skills
Experience using real-time quality and process management systems
Experience hiring and managing a team
Demonstrated ability to adapt new technologies, software and technical tools
At home in a fast-paced environment with a high degree of ambiguity
Deep commitment to Samasource’s mission
High level of initiative, motivation and excellent attention to detail
Excellent organizational, interpersonal, and written and verbal communication skills
Ability to take direction well and work independently as neededInterested candidates should apply through our website: Training Manager
Closing Date: 28th February 2015
