I have been in the contact centre industry for the last 21 years. Stared my career with Vodacom as an agent and moved my way up to call centre manager. I have been in management since 2000. Started in operations, and then saw the need to have a central WFM and MI team. I then moved from operations and started the WFM team for Vodacom. In 2007 I moved to Merchants, where I headed up the Cape Town BU WFM team, during my time with Merchants I grew the team 2 to a 8 members who supported the operation from WFM point of view. 2010 I moved to WNS, then Fusion to head up and build the WFM team which exists today and still expanding, in the past 5 years I have grown the team from 4 members to about 40. I currently have 5 Group managers reporting to me, total for 55 team members in my department. In my career I have set up a number of WFM/MI team, I have lead each team to success, I have developed and mentored each team member. I believe I have excellent leadership skill to drive my team to reach their full potential.