Answer calls professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints. Develop a strategy the team will use to reach its goal. Provide any training that team members need Helping with training and development. Delivery of team sales, service level components, quality and productivity targets. Managing the floor, adherence to schedule. Training and development of staff. People Management, including all HR related issues, as well as staff development. Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.