Employer Name :Medcal ConsultingDesignation : Operations ManagerAugust 2011 – September 2020Duties:Making sure that calls are answered by staff within agreed time scales and in an appropriate manner.Setting call centre and customer service targets.Coaching, and motivating people at pace.Randomly monitoring calls to ensure that standards are high.Managing information and statistics.Managing staff bonus, reward and incentive schemes.Ensuring that all staff are kept informed of legislation, new working practices and technological changes.Keeping a close eye on staff turnover, absenteeism and overtime.Managing a large team of staff from diverse backgrounds.Writing up correspondence that is to be sent to customers.Attending weekly meeting to review progress and any problems.Giving centre staff feedback on their performance.KEY SKILLS AND COMPETENCIES:ManagementManaging Customer Services in a multi services environment.Strong administrative and organisational skills.Organising Help Desk operations.Coordinating staff recruitment campaigns.Handling complex customer complaints or enquiries.Organising staff rotas.Personal:Always acting in a professional manner and with absolute discretion.Effective negotiation and persuasion skills.Superb telephone handling skills.Results oriented team player.