Manufacturing bespoke jewellery to private customers.

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.