 Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center 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 minimize 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 center and preparing reports. Handling the most complex customer complaints or enquirers. Organizing staffing, including shift patterns and the number of staff required meeting demand. Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes. Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.