Ensure that daily/monthly contact Centre targets are communicated by myself and ensure the staff achieved the target.Drive the achievement of targetsAgree and set goals with team members covering performance, quality, and development areasResolve people-related problems e.g. conflict of interest, absenteeism and disciplinary mattersManage and maintain focused and initiative-taking team membersCoach, mentor and develop teams into a high-performance cultureManage staffing… Show more Ensure that daily/monthly contact Centre targets are communicated by myself and ensure the staff achieved the target.Drive the achievement of targetsAgree and set goals with team members covering performance, quality, and development areasResolve people-related problems e.g. conflict of interest, absenteeism and disciplinary mattersManage and maintain focused and initiative-taking team membersCoach, mentor and develop teams into a high-performance cultureManage staffing needs, productivity, and qualityManage Employees by ensuring continuous communication, feedback, motivation, and Company Behaviors are being livedAccurate reportingIdentify training needs for team /individuals and action the resolutions.Ensure company policies and procedures are communicated and adhered to by the team.Evaluate existing processes, identify trends and suggest improvements to increase efficiency.Maintain good discipline and Time keeping with staff.Effectively manage business change within the department/teamManage and contribute to projects within the team as well as across the department.Performance manage agents when needed.Do call monitoring to ensure Customer Quality is of a high standard. Show less