• Report directly to the Centre Manager in the analysis of client reports, quality/performance data of Team Leaders and Consultants, and workforce needs so as to drive revenue growth and improve GP to meet forecast commitments and budget targets.• Manage the scheduling of ~300 Consultants across day and night shift to optimize the efficiency and resource utilization of revenue-generating employees.• Prepare and deliver monthly performance presentations to the Managing Director, General Manager, National Workforce Specialist, and National Quality Manager.• Forecast revenue and provide direction as to the optimal utilization of Consultants across ~8 client platforms.• Input and maintain data capturing in the Company BI System at a regional level.• Track employee attrition and provide Centre requirements to the Recruitment department.• Provide input and assistance to the Payroll Officer.• Innovate and develop systems for the benefit of Operations. (eg. Booking schedule, dashboards, employee roster, trackers, heatmaps, etc.)

• All Team Leader responsibilities in addition to the following:• Report to the Operations Manager on the performance of the Team Leaders on duty.• Define and direct the workflow of the shift on a daily basis.

• Manage a team of ~20 Consultants.• Maintain a high level of quality and efficiency of Consultants so as to meet GP and revenue targets.• Capture accurate payroll data.• Conduct disciplinary enquiries on behalf of the Company when the Disciplinary Code had been breached.• Facilitate retraining sessions for Consultants whose quality had been highlighted by the National Quality Manager.• Work within a team of four Team Leaders on shift to manage Consultants on the floor on an active basis, including 'camera presence', teaching attitude, and technical issues.

• Delivery of online English instruction to all age groups and nationalities, ranging from juniors to adults, and Asian to Latin-American demographics.• Maintain a high level of quality while consulting on a broad range of topics, from true-beginner level to advanced business topics.