1. Work with the CCM to ensure successful day to day running of the Contact Center team through strong leadership, motivating, engaging and coaching staff (3rd party Tele Agents) to deliver exceptional service.
2. Responsible for achievement of KPIs for the team of Supervisors under his supervision.
3. Follow up on issues affecting delivery of objectives with field team and others as necessary.
4. Providing feedback and solutions to the Contact Hub Manager to influence business change and success and a collaborative working environment.
5. Ensure service levels agreement are delivered and optimum productivity is achieved through effective management of the telesales agents and team.
6. Embed training and process change within the team, ensuring consistency and accurate delivery
7. Undertake regular call monitoring to ensure the quality meets our standards and processes are being followed.
8. Contribute to a supportive team culture, working collaboratively with the Contact Center Team to share best practice and learning’s.
9. Resolving issues limiting the agents from performing and collaborate with the Manager and Admin to provide a conducive working environment.
10. Ensure written and verbal communication from the team is professional and in line with Heineken values.
11. Perform regular coaching of team, identify training need and work with stakeholders to ensuring those training needed.

1. Bachelors or Master’s degree, preferably in Business
2. Minimum 3 years of experience in relevant positions, previous call centre management experience Possess a natural constructive but challenging mind-set with proven ability to influence others
3. Good knowledge of Sales and/or Contact Center operations, operations and controls
4. Ability to collect & analyse data, evaluate information and apply logical judgment.
5. Decisiveness and attention to detail
6. Ability to multitask and remain calm under pressure
7. Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
8. A proven leader, with a winning mind-set
9. A proven ability in managing and motivating a team to achieve sales targets
10. A passion for providing a great Customer service experience
11. Embracing learning & growth.