Reporting to: CEO/CFO

Subordinate: Shift Supervisor

Duties and Responsibilities:

• Inbound centers - receive calls and emails from customers and clients, e.g. Queries, requests, orders, and complaints
  
• Outbound centers - contact potential customers and clients with the aim of gathering information or selling a product
  
• Develop objectives for the call center’s day to day activities
  
• Conduct effective resource planning to maximize the productivity of resource (people and technology)
  
• Collect and analyze call center statistics (sales rates, costs, customer service metrics)
  
• Hire, coach and provide training to personnel to maintain high customer service standards
  
• Monitor and improve ordering telephone handling and other procedures
  
• Evaluate performance with key metrics(accuracy, call waiting time.
  
• Prepare reports for different departments or upper management.
  
• Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center 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
• 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, minimize 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 center and preparing reports
  
• Handling the most complex customer complaints or inquiries
  
• Organizing 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