Responsibilities :

Inbound centres - receive calls and emails from customers and clients, e.g. queries, requests, product support, orders and complaints

Outbound centres - contact potential customers and clients with the aim of gathering information or selling a product.

Your duties vary according to the type of centre you work in but you'll typically need to:

- Manage the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations

- Undertake needs assessments, performance reviews and cost/benefit analyses

- Set/meet performance targets for speed, efficiency, sales and quality

- Ensure all relevant communications and data are updated and recorded

- Advise clients on products and services available

- Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues

- Maintain up-to-date knowledge of industry developments and involvement in networks

- Monitor random calls to improve quality, minimise errors and track operative performance

- Coordinate staff recruitment, write job adverts and liaise with HR staff

- Review the performance of staff, identify training needs and plan training sessions

- Record statistics, user rates and the performance levels of the centre

- Prepare reports on these statistics, rates and performance levels

- Handle the most complex customer complaints or enquiries

- Organise shift patterns and the number of staff required to meet demand

- Coach, motivate and retain staff

- Coordinate bonus, reward and incentive schemes

- Forecast and analyse data against budget figures on a weekly and/or monthly basis.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.