1) Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.2) Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.3) Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.4) Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.5) Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.6) Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices.7) Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Liaising with existing customers and develop existing customer database to increase revenue potential.• Developing and reviewing policies, programs and procedures concerning customer relations.• Assistance with the development and implementation of marketing strategy to promote Azillion's products and services (PBXs , Multifunctional Copiers , Alarm Systems) .• Complaint resolution process development and a key individual in handling all escalated issues.• Determine customer service requirements by maintaining contact with customers.• Ensuring operational efficiency within a call centre.• Providing direction and feedback to team members.• Assisting with recruitment• Managing, motivating and developing staff. Planning and implementing after-sales services to follow up customer satisfaction, performance of products purchased and constant improvement in services provided.• Develop the training program and review to identify its shortcomings.• Directly responsible for achieving daily, weekly and monthly targets and strive for revenue maximization.• Collection, reporting and review of sales results to formulate strategies required to raise the result levels.