Floor Manager

2 weeks ago

Islamabad, Islamabad, Pakistan Sybrid (Pvt) Ltd - A Lakson Group Company Full time

- Plan the operation of the Contact Centre(s), including manpower, facilities forecasting and problem identification.- Decision making in order to continuously improve performance of the Contact Centre(s) and meeting KPIs.- Identifying Contact Centre(s) requirements and coordination with the relevantdepartment to fulfill the said needs.- Reinforcing rules, regulations and policies of the Organization.- Monitoring reasons for calls and customer needs to ensure that the Contact Centre(s) are on a continuous improvement path.- Identifying the need of headcount for Contact Centre(s) in accordance with the workload.- Identifying and arranging trainings through Training and Development team of the Contact Centre(s).- Ensure current International Contact Centre best practices are adopted at the Contact Centre(s).- Delegation and empowerment.- Responsible to handle projected business transaction and ensure high business conversion ratio.

Job Specification

- Ensure compliance of company policies, procedures and SOPs- Propose and implement customer centric processes through constant process improvement methodology- Ensure optimum resource efficiency and utilization by recommending appropriate change in the work schedule- Ensure prompt customer complaint management and end to end resolution- Motivate staff to achieve call center operations objectives- Analyze, monitor and propose improvement in team leader and customer relation officer KPIs- Ensure the implementation of CRD strategy through people, process and technology

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