Minimum Requirements:MatricRelevant Management or Contact Centre Certifications (desired)5+ years in Contact Centre's3+ years in Contact Centre Management / SupervisionTeam management / supervisionEnforcing OPs and Company Policies B2C / DTC salesCustomer relationsTelephonic salesE-commerce platformsTechnical supportSales and reportingWorking within a digital environmentWorking across different time zones with different countriesSkills and Knowledge (essential):CRM system experience (i.e. Salesforce)E-commerce platforms (Big commerce, Shopify)Excellent English skills with neutral tonalityConversion rates and sales funnelsConflict managementMonitoring and measuring of performance metricsGoogle SuitePerformance and probation managementRelevant Labor legislationResponsibilities:Operationally responsible for selected sales agents, coordinates the shift-based activities of these agents to ensure an adequate output of work is maintained.Handles the more complex queries in relation to for example sales or support, deliveries and escalations.Performance will be measured in accordance with performance of direct reports and role based KPIs.#J-18808-Ljbffr