Site Lead / Manager (In Office - Accra, Ghana)

1-2 years Customer Support/Service experience.

Comfortable reading performance dashboards and deriving actionable insights

Demonstrated ability to deliver difficult feedback and manage underperformance

Proficient in Google Sheets for logging, tracking, and light analysis

Experience running QA calibration and structured output reviews

Able to identify error patterns across agents and workstreams from raw data

The Site Lead is a first-line people manager responsible for the day-to-day quality, performance, and wellbeing of a growing onsite team.

They directly manage experts and specialists, own quality assurance across their team’s output, surface data-driven insights to flag issues and opportunities, and handle personnel matters up to escalation threshold.

This is a hands-on floor role — the Site Lead’s primary advantage is physical presence, direct observation, and real-time intervention.