1 - 2 years' experience in a Team leader roll in a call centre environment (more than 50 seats)
Experience in Quality Assurance and Performance Metrics
Team Management
HR Disciplinary management
Conflict management
Build framework with a standard operating model and adhere to required processes, sales and service guidelines
Manage contact centre performance B2C / B2B inbound and B2C outbound programs
Assess contact centre for capabilities to reach the sales conversion rate / revenues objectives and deliver the required customer experience
Drive sales and operation excellence initiatives
Mitigate risk through performance management
