About Digital Divide Data (DDD)

Digital Divide Data (DDD) is a US-based non-profit, mission-driven enterprise with the goal of using technology and digital skills to bridge the divide between economically and socially marginalized youth and employment opportunities that lead to a sustainable and viable future. DDD identifies talented but underserved youth in Africa and Asia (Kenya, Cambodia, and Laos are the main centers) to enter formal employment, undergo professional training and skills development, and pursue tertiary education. Our headquarters are in New York, and we have over 1,500 employees across our operations in Kenya, Cambodia, and Laos.

●    Ensure that the allocated work is properly distributed to all the team members and is executed in a timely manner.
●    Ensuring the department’s productivity is maximized to the required standards and the pre-defined KPIs, performance targets, and standards are achieved in accordance with the business plan.
●    Monitor and report progress on performance, provide feedback, and take appropriate corrective action. Ensure that personal targets and deadlines are met.
●    Provide support and assistance for team members to assist in the development of their skills and knowledge by identifying the campaign training requirements and evaluating the effectiveness of the training among the team members
●    Provide regular coaching and training on new and existing products and changes to any processes.
●    Conduct regular quality assessments and coaching; offer constructive feedback, which will include QA feedback sessions and continuously developing quality.
●    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.   
●    Provide the team with appropriate communication and gain their feedback through regular team meetings.
●    To motivate the team to provide a first-class service to all our clients whilst ensuring business targets are met.
●    Work closely with the other Team Leaders to ensure that queries across all areas of the business are handled.
●    Recognize & celebrate team & individual accomplishments & exceptional performance
●    The Team Leader shall keep the Operations Manager/Management informed of schedules, priorities, accomplishments & ongoing issues, and participate in achieving resolutions to identified issues.
●    Keep track of client change of instructions and cascade that down to the team and notify of any scope changes to the management team.
●    Drive the DDD culture and values within the team by promoting teamwork, optimize and maximize personal and team potential and encourage staff development.
 

●    A degree or diploma in a business-related field.
●    Two years of work experience in a BPO environment.
●    Minimum 1 year of experience in a Team leader position in a busy contact center
●    IT literacy in Excel, Access, Word, and PowerPoint
●    Reporting and analytical skills
●    Superb attention to detail and interest in analyzing a large amount of media
•    Lidar Segmentation skills will be an added advantage
 

●    Able to handle, and prioritize, multiple projects simultaneously
●    Fluent in English (written and verbal) and Swahili
●    Great attention to detail and feedback skills.
●    Excellent communication skills
●    Planning and organizing skills
●    Fast learner and able to break down complex information into simple concepts.
●    Strong interpersonal skills.
●    Problem-solving skills - Solution oriented
●    Excellent team player and captain