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