Responsibilities

– 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.

Requirements

• – Problem Solving and Decision Making Skills.
  – Energetic, creative, Committed, Self Dependant, Team Player, customer mania driven
  – Financial and Analytical Skills
  – Leadership Skills
  – Good Planning and Organizing Skills
  – Language skills – fluency in English (Oral/Written)
  – Good command of MS Office applications
  – Ability to work under stress
  – Ability to work in multi-task environment