managing, developing and motivating a team of call centre agents. Responsibilities KRA / Main Outputs and and conduct regular quality assurance checks of call and ensure processes and procedures are adhered improved performance over an extended period of time. • Effective leadership of the team can lead to absenteeism and turnover improving performance. • Planning time frame is typically 1 week to 1 month Size Team Leaders and meeting service levels; manage resources; good time management • Coaching Skills with an even temperament