Floor Manager Contact Center

This role is focused on achieving revenue targets while ensuring the smooth operation of critical Contact Center functions. The position involves providing support to all shift staff, including team leads, by identifying and resolving key issues promptly. It requires exploring new sales channels and developing business plans for all reporting units. The role also includes monitoring performance and reporting across multiple locations, managing outbound dialer systems, overseeing transaction monitoring and fraud control, and designing KPIs, commission structures, and product documentation. Additionally, the position is responsible for creating campaigns to motivate and recognize staff, organizing team-building activities and training sessions, and continuously working to improve efficiency and product development to deliver exceptional customer service across all helplines.

Key Responsibilities

- Ensure revenue targets are consistently met by driving sales and operational efficiency.
- Provide ongoing support to shift staff and team leads, highlighting and resolving critical operational issues.
- Explore and develop new sales channels to expand revenue streams.
- Develop and implement business plans for all reporting units.
- Monitor and report performance metrics nationwide, covering locations such as Lahore and Islamabad.
- Manage outbound dialer systems to optimize customer outreach.
- Oversee transaction monitoring and fraud control to safeguard operations.
- Design and implement KPIs, commission structures, and product documentation to align with business goals.
- Develop and execute campaigns aimed at staff motivation and recognition.
- Organize team-building activities and conduct training sessions to enhance team performance.
- Monitor Contact Center performance targets and work on continuous improvement initiatives.
- Plan and implement strategies for operational efficiency and product development.
- Promote exceptional customer service standards across all helplines.

Required Qualifications

- Proven experience in managing Contact Center operations with a focus on revenue generation.
- Strong leadership skills with the ability to support and develop teams.
- Expertise in performance monitoring, reporting, and business planning.
- Experience managing outbound dialer systems and fraud control mechanisms.
- Ability to design KPIs, commission structures, and motivational campaigns.
- Excellent problem-solving skills and the ability to resolve critical operational issues.
- Strong communication skills and ability to work collaboratively across multiple teams and locations.

Preferred Qualifications and Benefits

- Experience working in a multi-location environment, particularly in Lahore and Islamabad.
- Background in sales channel development and product management.
- Familiarity with team-building techniques and training program development.
- Commitment to promoting high-quality customer service standards.
- Opportunities for professional growth within a dynamic and supportive work environment.

This position offers the chance to play a pivotal role in driving revenue growth while enhancing the operational excellence of a nationwide Contact Center. The successful candidate will be instrumental in fostering a motivated, well-trained team dedicated to delivering outstanding customer experiences.