Manage the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operationsUndertake needs assessments, performance reviews and cost/benefit analysesSet/meet performance targets for speed, efficiency, sales and qualityEnsure all relevant communications and data are updated and recordedLiaise with supervisors, team leaders, operatives and third parties to gather information and resolve issuesMaintain up-to-date knowledge of industry developments and involvement in networksMonitor random calls to improve quality, minimise errors and track operative performanceRecord statistics, user rates and the performance levels of the centrePrepare reports on these statistics, rates and performance levelsHandle the most complex customer complaints or enquiriesCoach, motivate and retain staffForecast and analyse data against budget figures on a weekly and/or monthly basis.