Setting and meeting performance targets for speed, efficiency, sales and quality. Managing after sales service operations. Measuring, improving and adapting customer service standards to the market condition. Co coordinating with supervisor and operatives to gather information and resolve issues. Monitoring random calls to improve quality minimize errors and track operative performance. 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. Organizing staffing, including shift patterns and the number of staff required to meet the demand. Forecasting and analyzing data against budget figures on a weekly and/or monthly basis. Analyze areas of concern and prepare action plan to improve the customer service experience. Maintain and improve call center operations by monitoring system performance identifying and resolving problems preparing and completing action plans completing system audits and analyses managing system and process improvement and quality assurance programs installing upgrades. Meet call center financial objectives by estimating requirements preparing an annual budget scheduling expenditures analyzing variances initiating corrective actions.