Posted May 15, 2024 261 views
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.
Skills
Job Details
Aspire Technologies
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