managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;carrying out needs assessments, performance reviews and cost/benefit analyses;setting and meeting performance targets for speed, efficiency, sales and quality;ensuring all relevant communications, records and data are updated and recorded;advising clients on products and services available;liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;maintaining up-to-date knowledge of industry developments and involvement in networks;monitoring random calls to improve quality, minimise errors and track operative performance;coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;reviewing the performance of staff, identifying training needs and planning training sessions;recording statistics, user rates and the performance levels of the centre and preparing reports;handling the most complex customer complaints or enquiries;organising staffing, including shift patterns and the number of staff required to meet demand;coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;forecasting and analysing data against budget figures on a weekly and/or monthly basis.

1. Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations.2. Carrying out needs assessments, performance reviews and cost/benefit analyses.3. Setting and meeting performance targets for speed, efficiency, sales and quality.4. Ensuring all relevant communications, records and data are updated and recorded.5. Advising clients on products and services available.6. Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.7. Maintaining up-to-date knowledge of industry developments and involvement in networks.8. Monitoring random calls to improve quality, minimise errors and track operative performance.9. Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff.10. Reviewing the performance of staff, identifying training needs and planning training sessions.11. Recording statistics, user rates and the performance levels of the centre and preparing reports.12. Handling the most complex customer complaints or enquiries.13. Organising staffing, including shift patterns and the number of staff required to meet demand.14. Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.15. Forecasting and analysing data against budget figures on a weekly and/or monthly basis.