Provides administrative support to the Human Resources Director on all personnel matters and assists with payroll processing.

Summary/ObjectiveSupervises and coordinates activities of workers providing telephone customer support services. 1. Makes necessary changes in staffing based on day of week, sales promotions, other anticipated events and PBX data.2. Monitors productivity of customer service representatives and generates reports.3. Reviews PBX data to monitor the customer experience and subordinate statistics.4. Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.5. Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.6. Answers questions and recommends corrective services to address customer complaints.7. Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.8. Keys information in to computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.9. Determines work procedures, prepares work schedules and expedites workflow.10. Studies and standardizes procedures to improve efficiency of subordinates.11. Maintains harmony among workers and resolves grievances.12. Prepares composite reports from individual reports by subordinates.

Provides administrative support to the Human Resources Director on all personnel matters and assists with payroll processing.

. 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.

Screens incoming and outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the organization. Provides feedback to assist in the creation of performance improvement goals and the development of training programs.

Answer phones to respond to orders, general customer inquires, invoice questions, and customer complaints. Project a professional company image through phone interaction.