یہ کمپنی اب اس نوکری کیلیۓ مزید سی ویزنہیں لے رہی۔

Call Center Floor Manager

We are seeking a dynamic and experienced Floor Manager to oversee our call center operations. The ideal candidate will have proven leadership skills, excellent communication abilities, and a strong understanding of call center dynamics. As a Floor Manager, you will be responsible for leading a team of customer service representatives, optimizing performance metrics, and fostering a positive work environment.

Responsibilities:

Lead and supervise a team of customer service representatives to ensure high levels of productivity and performance.
Develop and implement strategies to meet and exceed key performance indicators (KPIs) and service level agreements (SLAs).
Conduct regular performance evaluations and provide feedback and coaching to team members to enhance their skills and performance.
Monitor and analyze call center metrics, such as call volume, average handling time, and first call resolution rate, to identify trends and areas for improvement.
Handle escalated customer inquiries and complaints in a professional and timely manner.
Collaborate with other departments, such as training and quality assurance, to implement best practices and improve overall call center operations.
Maintain a positive and supportive work environment by fostering teamwork, open communication, and professional development opportunities.
Ensure compliance with company policies, procedures, and regulatory requirements.
Prepare reports and presentations on call center performance for management review.
Stay updated on industry trends and best practices to continuously improve call center operations.

Qualifications:

Bachelor's degree in business administration, communication, or a related field preferred.
3-5 years of experience in a call center environment, with at least 2 years in a supervisory or managerial role.
Proven leadership abilities with a track record of motivating and managing teams to achieve performance targets.
Excellent communication skills, both verbal and written, with the ability to effectively interact with customers, team members, and management.
Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
Proficiency in call center software and tools, such as CRM systems and workforce management software.
Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
Customer-centric mindset with a focus on delivering exceptional service and resolving customer issues.
Strong organizational skills with the ability to prioritize tasks and manage time effectively.
Knowledge of call center best practices and industry standards.
Flexibility to work shifts, including evenings, weekends, and holidays, as needed.