Site Lead

Position:
New Site Lead / Manager

Company:
Invisible Technologies

Location:
Ghana, Accra

Employment type:
In Office

Short Summary:
The Site Lead is a first-line people manager responsible for the day-to-day quality, performance, and wellbeing of a growing onsite team. This role involves direct management of experts and specialists, quality assurance, and data-driven insights to enhance team performance.

Responsibilities:
- Directly manage experts and specialists — set daily priorities, unblock work, and maintain clear accountability
- Conduct regular 1:1s focused on performance, development, and issue resolution
- Manage attendance, punctuality, and floor adherence; document patterns and address them early
- Handle first-line personnel issues (conflicts, conduct, underperformance); escalate where appropriate
- Support onboarding of new team members and ensure ramp-up is structured and tracked
- Review output against SOP and style guide standards; provide direct, timely feedback
- Identify trends and anomalies in team output data; surface findings with clear context and recommended action
- Maintain accurate records: attendance logs, QA scores, task completion rates, and coaching notes

Requirement:
- 1–2 years supervisory experience
- 1-2 years Customer Support/Service experience
- Comfortable reading performance dashboards and deriving actionable insights
- Proficient in Google Sheets for logging, tracking, and light analysis
- English Proficiency C1 Advanced minimum (IELTS 7.0+)

Benefits:
- Offers will also include bonus + equity
- Compensation is adjusted to reflect local market conditions and cost of living
- Additional details on total compensation and benefits will be discussed during the hiring process