Assist in the formulation of targets for individuals and teams. Answer questions fromstaff and provide guidance and feedback. Anticipate escalation and take over callswhen needed. Devise ways to optimize procedures and keep staff motivated.Measure performance with key metrics such as call abandonment, calls waiting etc.Keep management informed on issues and problems. Ensure adherence to policiesfor attendance, established procedures etc. Prepare monthly/annual results andperformance reports and trackers. Administration for the center to ensure numbers on all trackers correspond correctly. Ensure the company does not pay penalties bysticking to KPI and adhering to the monthly target given.. HR and IR functionstowards consultants as well as coaching,counselling and training.