The candidate for this role will be responsible for the office, supervising the company's activities within the entity, reporting information to management, ensuring the smooth running of operations, and distributing files fairly and promptly among data entry agents to prevent bottlenecks and optimize overall workflow.
Key ResponsibilitiesVerify that files extracted by AI are properly received in the ERP system and identify extraction failures through automatic alerts.
Analyze each agent's workload and assign new files to the most available agent, factoring in specific skills such as zone training.
Ensure no file remains unassigned for more than 20 minutes, triggering follow-up in the event of an anomaly.
Reassign files during activity peaks when an agent is overloaded, and report staffing support needs to management.
Detect files that are frequently returned with errors and escalate anomalies to the relevant manager (Quality/Training, OPS Supervisor).
Report information to management and represent the company in dealings with third parties where applicable.
Two to five years of higher education in Management, Business Administration, Human Resources, Commerce, or equivalent
2 to 5 years of experience in supervision or team management preferred
Experience in managing data entry and/or in a call center is an asset
Advanced ERP proficiency, including shared views, queues, and reassignment
Strong team management skills, with awareness of each agent's strengths and weaknesses
Planning and responsiveness, with the ability to make real-time decisions
Workflow analysis skills to identify slowdowns
Strong internal communication skills to explain assignment decisions
Location: Dar es Salaam
Skills Required
- Two to five years of higher education in Management, Business Administration, Human Resources, Commerce, or an equivalent field
- Two to five years of supervision or team management experience
- Experience managing data entry and/or call center operations
- Advanced ERP proficiency, including shared views, queues, and file reassignment
- Strong team management skills and awareness of agents' strengths and weaknesses
- Planning, responsiveness, and real-time decision-making ability
- Workflow analysis skills to identify slowdowns
- Strong internal communication skills for explaining assignment decisions
What We Do
ITM Tanzania Limited is a leading Human Capital Development and Business Solutions Company providing comprehensive services including human resource outsourcing, recruitment, placement, talent acquisition, professional training, capacity building, and HR advisory. Incorporated in 2018, the company offers tailored industry solutions and support to help organizations reach their objectives efficiently, leveraging local expertise and a global perspective.
