Floor Manager- Contact Center

Floor Manager will be responsible for the daily running and management of the center through the effective use of resources. He will have responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development. FM will ensure that calls are answered by staff within agreed time scales and in an appropriate manner.

Duties:

• setting and meeting performance targets for speed, efficiency, sales and quality;
• managing the daily running of the call center;
• liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
• maintaining up-to-date knowledge of industry developments and involvement in networks;
• monitoring random calls to improve quality, minimize errors and track operative performance;
• coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
• reviewing the performance of staff, identifying training needs and planning training sessions;
• recording statistics, user rates and the performance levels of the center and preparing reports;
• handling the most complex customer complaints or inquiries;
• organizing staffing, including shift patterns and the number of staff required to meet demand;
• coaching,motivating and retaining staff and coordinating bonus, reward and incentive schemes;
• forecasting and analyzing data against budget figures on a weekly and/or monthly basis;

Skills Required:

• Hard worker, Honest, punctual and regular
• Call Center Skills
• Excellent and fluent in English
• Strong verbal and written communication skills.
• Excellent written and oral communications skill
• Proficient in computer handling (MS Excel, PowerPoint)