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.