One our international clients within travel / tourism / hospitality industry is seeking an experienced Contact Centre Supervisor to manage a team of 49 staff. The role is based towards the Woodmead area. Qualifications and experience: 1+ years in a Team Leaders roll in a call centre within the South African officeExperience in quality assurance and performance metricsTraining / certificate: Team management, HR Disciplinary Management, Conflict ManagementKey skills: Strong interpersonal and leadership Problem-solving and decision-making abilitiesStakeholder managementRelationship management Key performance areas: Managing the team's daily operations, ensuring adherence to corporate service standards, including a maximum 5% lost call rate (seasonal)Motivate staff to maximize sales opportunities, exceeding revenue targetsMonitor performance through bookings, phone reports, and monthly key performance assessmentsProviding coaching and counselling as neededManage reception dutiesTracking, measuring, and reporting of the overallLocal Contact Centre productivity and efficiencyEnsure that the global corporate standard service levels, operational and business requirements are metTo monitor performance, coach and motivate staff to maximise every selling opportunity, to exceed revenue targets in conjunction with market leads in each marketEstablishing and maintaining strong relationships with internal stakeholders and partners to drive business opportunities and maximize sales potentialMaintain high levels of performance within the department, to ensure excellent customer service through monitoring, training, providing staff with regular company updatesReviewing management information and making suggestions, recommendations on improvements within the Contact CentreLeading and developing the team to ensure consistency in performance, stability, and succession planningCo-ordinate reward, and incentiveServe as the primary point of contact for senior leadership regarding the S.A. contact centre operations and performanceDevelop and implement contingency plans to address potential operational disruptionsManage interdepartmental relationships.Build up the framework with a standard operating model and adhere to required processes, sales and service guidelinesManage S.A, contact centre performances on B2C/B2B Inbound and B2C Outbound programs (when implemented)Assess the S.A. contact centre for capabilities to reach the sales conversion rate/revenues objectives and to deliver the required customer experienceContinuously drive sales and operation excellence initiatives and share best practices to the overall network.Mitigate risks through performance managementContinuously drive sales and operation excellence initiatives, aimed at improving agents experience and reducing pain pointsRemain flexible and open to new ideasAlways have customers experience at top of mindConducting regularly meeting to provide feedback on quality performance, trends and focus areasConducting regular forecast checks to ensure delivery adherenceEnsuring disputes are effectively managed and tracker