Site Lead / Manager - Accra, Ghana (Onsite)

About Invisible Technologies

Invisible Technologies is an AI-driven company specializing in transforming unstructured data into actionable information through a comprehensive AI platform. Our system automates digital workflows, incorporates human expertise when needed, and delivers measurable outcomes. We have enhanced AI models for over 80% of leading AI firms worldwide including Microsoft, AWS, and Cohere. Our solutions serve diverse sectors, from supply chain automation for Swiss Gear to naval simulations for SAIC, and assisting the Charlotte Hornets with NBA draft validations. With over five years of profitability, Invisible generated $134M in revenue and was ranked as the second fastest growing AI firm in the 2024 Inc. 5000 list. In September 2025, we secured $100M in growth funding to further scale our enterprise AI platform.

Role Overview

The Site Lead is the frontline supervisor responsible for managing an onsite team’s daily quality, productivity, and wellbeing. This role involves direct management of experts and specialists, ensuring quality control, generating data insights to detect problems and opportunities, and addressing personnel issues up to escalation thresholds. The position demands a hands-on presence on the floor for immediate observation and intervention.

Key Responsibilities

• Supervise experts and specialists by prioritizing daily tasks, removing workflow barriers, and maintaining accountability.
• Conduct regular one-on-one meetings focused on performance improvement, development, and conflict resolution.
• Oversee attendance, punctuality, and adherence to floor standards, documenting and addressing behaviors proactively.
• Manage initial personnel matters including conflict resolution, conduct issues, and underperformance with escalation when necessary.
• Support onboarding and ensure structured and monitored ramp-up of new hires.
• Review team output in line with SOPs and style guides, providing prompt feedback.
• Differentiating individual mistakes from systemic problems, escalating systemic issues with evidence.
• Run quality calibration checks to maintain consistent standards across the team.
• Maintain quality assurance logs tracking errors by agent, task type, and timeframe.
• Utilize onsite supervision to reinforce quality through real-time floor observations.
• Analyze daily and weekly performance dashboards covering throughput, error rates, SLA compliance, and utilization metrics.
• Identify and communicate output trends and anomalies with contextual recommendations.
• Keep accurate records including attendance, quality scores, task completions, and coaching notes.
• Contribute to weekly team performance reports submitted to the Operations Manager.
• Base personnel decisions such as coaching and escalations on data-driven evidence.
• Detect inefficiencies in task processes and propose specific, minimally disruptive solutions.
• Report gaps or outdated standard operating procedures to Operations Manager with improvement suggestions.
• Support training and adherence for approved process modifications before final implementation.

Required Skills and Experience

• 1-2 years in a supervisory role.
• 1-2 years experience in Customer Support or Service environments.
• Comfortable interpreting performance dashboards and generating actionable insights.
• Capability to communicate difficult feedback and manage underperformance effectively.
• Proficient in Google Sheets for data logging, tracking, and basic analysis.
• Experience conducting quality assurance calibration and structured output assessments.
• Ability to detect error trends across individuals and workflows from raw data.
• Skilled in documenting personnel issues meticulously while maintaining confidentiality.
• Experience preparing or contributing to structured performance reports for leadership.

Desired Traits

• Vigilant floor presence, able to detect issues before data confirms them and act promptly.
• Data-driven approach, ensuring all personnel issues are supported by documentation and escalations are evidence based.
• Strong coaching mindset, prioritizing structured support over immediate escalation for performance issues.
• Awareness of scope, suggesting improvements at task level without undertaking wholesale workflow redesigns.
• Reliable and punctual reporting that requires minimal correction.

Language Requirements

Fluency in English at C1 Advanced level minimum (equivalent to IELTS 7.0 or higher) is mandatory. The role demands accurate written communication for documentation and clear, structured verbal interactions with team members and management.

Compensation & Benefits

Compensation packages include base salary with additional bonus and equity components. Pay is adjusted according to candidate location and market standards. Specific salary tiers and total compensation details will be clarified during the recruitment process.

Work Environment

Invisible encourages innovation and ownership within a dynamic, fast-paced environment integrating AI technology and human skill. The position is onsite in Accra, Ghana, reflecting a strong preference for physical presence to manage and optimize team operations effectively.

Equal Opportunity & Accessibility

Invisible is an equal opportunity employer supportive of diversity and committed to providing reasonable accommodations during the application and interview processes.