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Invisible Technologies is seeking a Site Lead / Manager for their Accra office to oversee day-to-day operations of an onsite team of experts and specialists. The role is a hands-on first-line people management position with direct responsibility for team quality, performance, and wellbeing.
Key responsibilities include:
People Management: Directly manage experts and specialists, setting daily priorities, conducting regular 1:1s focused on performance and development, managing attendance and floor adherence, handling first-line personnel issues, and supporting structured onboarding of new team members.
Quality Assurance: Review output against SOP and style guide standards, distinguish between individual errors and systemic issues, run calibration checks to ensure consistent quality standards, maintain QA logs tracking error rates by agent and task type, and use real-time floor observation to reinforce quality.
Data Tracking & Reporting: Interpret daily/weekly performance dashboards covering throughput, error rates, SLA adherence, and utilization. Identify trends and anomalies in team output data, maintain accurate records of attendance, QA scores, task completion rates, and coaching notes. Contribute to weekly team performance summaries and use data to support evidence-based personnel decisions.
Process Optimization: Identify task-level inefficiencies observed on the floor and propose fixes, flag SOP gaps to leadership with suggested revisions, and support implementation of approved process changes.
Required experience includes 1–2 years of supervisory experience and 1–2 years in customer support or service roles. Candidates should demonstrate ability to deliver difficult feedback, manage underperformance, run QA calibration, and document personnel issues. Data skills include comfort reading performance dashboards, proficiency in Google Sheets for logging and analysis, ability to identify error patterns, and experience writing structured performance reports.
