Floor Supervisor

The ideal candidate should

• Hold a Masters degree preferably in Business, Communication or a related field
• Have minimum four years of 4 year relevant work experience, and minimum 1 year of experience as Team Lead

• Ensure effective leave management of reporting teams
• Achieve assigned targets (self & group) as per the KPIs
• Handle critical and complex customer interactions/escalations
• Coordinate with other departments for early resolution of issues
• Ensure maximum floor participation such as Daily Clinics/ CTP sessions etc
• Ensure careful handling of all resources provided on the floor (headgear etc)
• Initiate and follow up on Performance Improvements Plan of team members
• Control and direct team members to ensure highest quality customer experience & FCR
• Track and benchmark customer complaint, and disconnect trends to proactively support tactical improvements
• Manage, mentor & train approximately 200 call/contact center employees to ensure optimum customer experience
• Liaise with Quality Assurance department for regular call monitoring in order to evaluate opportunities to improve customer facilitation
• Proactively provide coaching and developmental opportunities that continuously build and expand both individual and team capabilities
• Monitor call trends/ productivity deficiencies and conduct spot checks for issue identification and take immediate action for the resolution

Essential Skills

• Should have prior Contact Center Management experience
• Should possess the ability to execute the action plan in timely manner
• Should be able to manage large teams with strong conflict management skills
• Should secure strong communication (written and oral) and interpersonal skills
• Should have a good command on computer applications relevant to Call Center
• Should be able to make quick decisions in a fast-paced, demanding work environment
• Should be able to demonstrated knowledge of policies, procedures/practices to reduce or avoid risk

Desirable Skills

• Should possess a take-charge ability tempered with respect
• Should be able to work independently, take initiative, problem solve, handle multiple tasks/ priorities with ease
• Should secure the proven ability to analyze statistical data, identify trends and make recommendations based on the findings
• Should secure the competency to motivate employees while achieving the company’s overall objectives including; retention, service level sell-in rates, call volume, and call duration