| Purpose of Job: To participate in the planning and management of the Call Centre, ensuring all quality targets and objectives are achieved. To ensure that a high quality service, in accordance with specified service standards, is delivered to customers and to all Call Centre Clients, Client Services and other internal and external customers of the Call Centre. Principal Responsibilities:·Be quality champion within the contact centre and relay critical standards and processes to all personnel on the account ·Support Team Managers to deliver volume/quality sales that exceed the criteria for acquisition quality, business and regulatory compliance ·Ensure that professional call standards are maintained and exceeded through regular communication and reinforcement ·Regularly monitor and evaluate call quality, giving feedback and coaching as required ·Pro-actively identify training needs and skills gaps within team and work with Team Managers to increase individual performance ·Through planned daily monitoring and auditing of calls, identify, feedback and re-evaluate acquisition call standards and call contents ·Proactively identify, recommend and implement process improvements within own team and across the Call Centre Essential Skills:Proven Performance Coach experience Proven experience in a Call Centre environment Outbound Sales experience Sales and Customer Service experience Good coaching skills and experience Ability to work well as part of a team as well as demonstrating own initiative Desired Skills: §Outsourcing experience within a Call Centre environment Key Skills: Target achievement Developing self and others through coaching Excellent communication both written and verbal Customer focus Teamwork Interpersonal skills Organisational ability and time management Attendance: Normal attendance is 37½ hours per week. To provide cover as required within the project hours, which are currently: 08.00am – 10pm Monday - Sunday | 