Call Center Floor Manager

4 weeks ago

Islamabad, Islamabad, Pakistan Microcalls Bpo Full time

The Call Center Floor Manager manages and coaches a team of Call Center Leads and may be responsible for managing other administrative positions. The Floor Manager is responsible for overseeing call center operations and ensuring performance goals are achieved during all hours of operation. The Floor Manager provides management support to the General Manager especially when the General Manager is away. The Floor Manager reports to the Call Center General Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES
  1. Forecast volumes of calls and manpower requirements.
  2. Make necessary changes in staffing based on day of week, sales promotions, other anticipated events, and PBX data.
  3. Monitor productivity of customer service representatives and generate reports.
  4. Monitor service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
  5. Answer questions and recommend corrective services to address customer complaints.
  6. Maintain the correct recorded announcement menus, and make changes as necessary based on the time of day, day of week, or holidays.
  7. Determine work procedures, prepare work schedules, and expedite work flow.
  8. Study and standardize procedures to improve efficiency of subordinates.
  9. Maintain harmony among workers and resolve grievances.
  10. Prepare composite reports from individual reports by subordinates.
Supervisory Responsibilities

Manage the subordinates and is responsible for overall direction, coordination, planning, assigning, and directing work.

Job Specification

Skills
Must have USA accent, and good communication skills.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Information Technology and Services - Islamabad, Pakistan

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