7 дней назад
Site Lead / Manager (In Office - Accra, Ghana)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Site Lead / Manager (People Management and Quality Assurance): Managing the day-to-day performance, quality, and wellbeing of an onsite team in Accra with an accent on coaching, evidence-based personnel management, and operational reporting. Focus on identifying quality and performance issues in real time, analyzing team data, and implementing task-level process improvements.
Location: In-office in Accra, Ghana
Company
provides an end-to-end AI platform that structures data, automates digital workflows, deploys agentic solutions, measures outcomes, and integrates human expertise.
What you will do
- Directly manage experts and specialists by setting priorities, removing blockers, and maintaining accountability.
- Conduct one-on-ones, support onboarding, coach performance, and handle first-line personnel issues.
- Review team output against SOPs and style guides, run QA calibrations, and maintain quality records.
- Monitor dashboards covering throughput, error rates, SLA adherence, utilization, attendance, and task completion.
- Prepare evidence-based performance summaries and recommendations for the Operations Manager.
- Identify task-level inefficiencies, flag SOP gaps, and support implementation of approved process changes.
Requirements
- 1–2 years of supervisory experience.
- 1–2 years of customer support or customer service experience.
- Experience delivering difficult feedback, managing underperformance, and documenting personnel issues confidentially.
- Experience running QA calibrations and structured output reviews.
- Proficiency in Google Sheets and structured performance reporting.
- C1 Advanced English minimum, equivalent to IELTS 7.0+; B2 is not sufficient.
Culture & Benefits
- Fast-paced environment focused on AI, human expertise, ownership, and innovation.
- Opportunities to work with advanced AI products and global enterprise clients.
- Offers include a bonus and equity.
- Compensation is adjusted according to local market conditions, cost of living, experience, skills, and internal pay equity.
- Reasonable accommodations are available throughout the application and interview process.
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