Until recently part of CPL management team for over 16 years, directly managed as many as 12 team leaders concurrently, and up to 3 senior team leaders while Operations Delivery Manager. Responsible for circa 200 other staff members at the peak of operations, including 1st and 2nd level agents, coaches, RSSG, and other support functions. Responsible for teams for a number of high profile clients made up of a mix of all European languages, and the delivery of their SLAs and KPIs, quality and staffing. I also have a lot of experience in many projects over the years involving innovation, efficiencies and cost savings.