Requirements: Business / People Management Degree advantageous. Proven experience managing and mentoring teams in high-pressure environments. 5 years of supervisory experience in a Call Centre or customer service environment. Familiarity with Call Centre-specific technologies, including telephony systems and CRMs. Strong ability to read, analyze, and present KPI reports using Microsoft Excel and BI tools. Hands-on expertise in managing workforce optimization to ensure task alignment with performance goals. Proficiency in creating and executing performance improvement strategies based on daily data analysis. Knowledge of emerging Call Centre technology trends that enhance agent and customer outcomes. Responsibilities, but not limited to: Supervise Call Centre agents throughout their day, actively guiding, mentoring, and assisting them. Monitor and analyze daily performance metrics, taking corrective actions when necessary. Provide immediate feedback and coaching to agents to improve efficiency and effectiveness. Act as the first escalation point for issues and ensure timely problem resolution. Maintain clear communication with agents regarding changes, updates, or directives. Collaborate closely with QA and Coaching Coordinators to develop personalized training and action plans for underperforming agents. Create and maintain a collaborative, motivated, and supportive team culture. Ensure adherence to operational policies and procedures, identifying and escalating any breaches. Partner with administrative teams to ensure workload is distributed equitably across the Call Centre. Kindly be advised that should you not receive a response within two weeks of applying, please consider your application unsuccessful.