Job Overview:
We are seeking a dynamic and results-driven Floor Manager to oversee and manage the daily operations of our call center team. The ideal candidate will focus on personnel management, ensuring optimal team performance, adherence to metrics and quality, and delivering exceptional customer service experiences.
Job Responsibilities:
- Team Supervision: Lead, mentor, and manage a team of agents to ensure productivity, morale, and professional growth.
- Performance Management: Monitor individual and team performance against metrics, providing constructive feedback and implementing improvement plans as needed.
- Operational Oversight: Ensure smooth floor operations by managing schedules, resolving escalations, and addressing technical or operational issues.
- Motivation and Engagement: Foster a positive work environment by organizing team-building activities, recognizing achievements, and addressing concerns proactively.
- Reporting: Compile and present daily, weekly, and monthly performance reports to senior management.
- Compliance: Ensure all team members adhere to company policies, procedures, and company regulations.
Job Qualifications:
- Proven experience as a Floor Manager or similar supervisory role in a call center environment.
- Strong leadership and motivational skills.
- Excellent problem-solving and conflict-resolution abilities.
- Effective communication and interpersonal skills.
- Proficiency in call center software and reporting tools.
- Ability to work in a fast-paced, high-pressure environment.