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 MetricsTeam ManagementHR Disciplinary managementConflict managementBuild framework with a standard operating model and adhere to required processes, sales and service guidelinesManage contact centre performance B2C / B2B inbound and B2C outbound programsAssess contact centre for capabilities to reach the sales conversion rate / revenues objectives and deliver the required customer experienceDrive sales and operation excellence initiativesMitigate risk through performance management