Subject Matter Expert at Africa Management Solutions Limited (AMSOL)

Africa Management Solutions Limited (AMSOL) is the fastest growing Human Resources and Management consulting firm that offers an array of hr solutions tailored to accurately address all the human resource and management needs of any organization.

 

Subject Matter Expert

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience
  • LocationNairobi
  • Job FieldData, Business Analysis and AI 

About the Job:

The incumbent will:

  • Tenured agent that supports and coaches team members while enforcing policies, and policy updates.
  • A subject matter expert that the team will be relying on to give and assist the team in handling and giving response to complex tasks scenarios that require/need expert judgment or opinion internally.
  • The SME will be the main liaison between training, quality, and operations.

Key Responsibilities:

  • Real-time Q&A- The SME will only be assisting Pod members with challenging project-related questions raised either virtually or via any recommended channel of communication. NB: Agents should be encouraged to tackle most of their tasks and should only seek assistance when it’s necessary.
  • Best Practices- The SMEs will assist in driving the best practice to the team and sensitizing the team on the need to follow best practices at all times. NB: Full responsibility on this remains with the support staff therefore SMEs will not be liable for any misconduct.
  • Identify gaps in Project Instruction documents- The SMEs should be quick to identify any gaps in the training guide on the topic during and post-training times. These could be specific topics where they notice the team did not understand or grasp the content well. They should thereafter liaise with the Trainers on possible refresher training.
  • Identify and provide suggestions on improvement opportunities- The SME will help drive process Improvements by escalating issues impacting operations productivity or quality and identify process/system/tool/policy improvement opportunities
  • Coach and mentor new hire ‘Agents’ at a minimum 1:15 ratio during classroom training and nesting phase on the floor
  • Support ‘Team Leader’ in communicating process and policy changes effectively to operations teams.
  • Become and remain knowledgeable about Facebook products and community standards. Identify inefficiencies in workflows and suggest solutions
  • Respond to user inquiries with high quality, speed, empathy, and accuracy x. Use market-specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of our community of users
  • Enforce Facebook’s Terms of Use by carefully monitoring reports of abuse on the site, Recognize trends and patterns, and escalate issues outside Facebook policy to the support team
  • Co-facilitate with the primary trainer during new hire on-boarding

Knowledge and Skills:

  • Demonstrate better understanding and in-depth product knowledge.
  • Demonstrate attention to detail and ability to spot errors/violations.
  • Make well-balanced decisions and personally driven to be an effective advocate for the agent community
  • A quick learner and team player.
  • Strong interpersonal skills, verbal and written communication skills and most importantly empathy.
  • Advanced knowledge of MS Office Suite
  • Proficiency in analyzing data to derive meaningful information
  • Ability to manage and measure workloads, motivate team, mentor and coach.
  • Ability to prioritize, audit and manage processes.

Method of Application

Qualified and interested applicants who meet the specifications are requested to upload their CVs by clicking on the link https://amsoljobs.africa/ by 15th November 2024.  Indicate the position applied for in the subject line. Applications will be reviewed on a rolling basis and only shortlisted candidates will be contacted.

Interested and qualified? Go to Africa Management Solutions Limited (AMSOL) on amsoljobs.africa to apply

Comments

Post a Comment

Popular posts from this blog

Project Director at LVCT Health

LVCT Health is an indigenous Kenyan non-governmental and not-for-profit organization established in 2001. We are driving Kenya towards HIV prevention, with an ultimate goal of reducing HIV infections to zero. We offer integrated HIV services through development of models that are scaled up to the national models. We also carry out sexual and reproductive ...   Project Director Job Type Full Time Qualification MBA/MSc/MA Experience 7 - 10 years Location Kiambu Job Field Medical / Healthcare  Job purpose The Project Director will be responsible for providing overall strategic and technical oversight to the Dhibiti Project in Central region. This includes responsibility for the technical, monitoring and evaluation and financial and operations components of the project. S/he will work closely with the Program Director and other directors/managers to ensure adherence to technical and contractual requirements of the grant, achievement of targets and project alignment to institutional vision
Read more

Information Communication Technology - 12 Posts at Judiciary of Kenya

The Judiciary is one of the three State organs established under Chapter 10, Article 159 of the Constitution of Kenya. It establishes the Judiciary as an independent custodian of justice in Kenya. Its primary role is to exercise judicial authority given to it, by the people of Kenya. The institution is mandated to deliver justice in line with the Constitut...   Information Communication Technology - 12 Posts Job Type Contract Qualification Diploma Experience Location Nairobi Job Field ICT / Computer  , Internships / Volunteering  Job Description For appointment to an internship position in ICT, a candidate must:  Have a Diploma in any of the following fields: Computer Science, Information Technology, Information and Communication Technology or its equivalent from a recognized institution. Have graduated not earlier than the  year 2022;  Method of Application Interested and qualified? Go to Judiciary of Kenya on jobs.court.go.ke to apply
Read more

School Office Administrative Officer (a female preferred) at Tamkeen Integrated Schools

School Office Administrative Officer (a female preferred) Job Type Full Time Qualification BA/BSc/HND , Diploma Experience 3 - 5 years Location Nairobi Job Field Administration / Secretarial  Tamkeen Integrated Schools (TIS), is a private school in Kileleshwa providing the revered Cambridge System from Kindergarten to A-levels with a strong emphasis on STEM, Islamic Education, and Coding Programs. Our holistic approach integrates spiritual enrichment, recreation, and specialized teaching in Islamic Values, Arabic, and Quran memorization, fostering student ownership of learning in a modern Islamic education system. Tamkeen Integrated Schools is actively seeking a highly skilled Administrative Officer to join our team. The ideal candidate will bring a wealth of experience in school office administration, with a specific focus on the Cambridge system and academic matters. Exceptional organizational skills and a strong commitment to customer service and problem solving are essential. Key R
Read more