Qualifications 1-2 years' experience in a Team leader role in a call centre environment (more than 50 seats) Experience in Quality Assurance and Performance Metrics Team Management HR disciplinary management Conflict management Responsibilities Build framework with a standard operating model and adhere to required processes, sales and service guidelines Manage contact centre performance B2 C / B2 B inbound and B2 C 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 #J-18808-Ljbffr