I provide direction, leadership, inspiration and motivation to team members to meet targets and to meet contractual Service Level Agreements (SLAs) with outsourcing clients i.e. UlsterBank and Sky. I coach and mentor team members in the principles of providing excellent customer service through assisting team members to resolve customer problems and queries. I monitor staff performance and ability to meet targets, set goals and performance improvement plans through individual meetings with team members. I participate in the development and management of a call quality monitoring programme and devise monthly reports, collate, analyse and present this information to management at operational meetings.