Actively develop a sales driven culture within the designated Contact Centre area.
Analyse sales figures, complaints and refund volumes and forecast future sales volumes to maximise profits using information technology.
Monitor, control and report on performance standards, call quality and quantity and campaign effectiveness, taking ''real time'' remedial action as required to ensure results are delivered and standards of quality maintained.
Ensure all Team Members are fully briefed on new products and business developments, source out training
Monitor, control and report on the costs within the delegated area within agreed budgets and timeframes and provide any cost / benefit analysis for future developments.

Contact Centre Management experience in a small to medium contact centre operation desirable
Demonstrated experience in coordinating outsourced teams
Detailed understanding of sales and service techniques and leveraging performance
Wide knowledge of Contact Centre operations
Call monitoring and coaching experience
Desirable knowledge in fulfilment / printing.
Analytical and problem solving skills
Experience in change management.
Strong people and communication.
Track record in leadership, development, planning, forecasting and achieving results
Siebel skills.
Report writing skills
Fluent in English.