Contact Centre Supervisor

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