Call Centre Floor Manger
Posted Updated
Requirements
- Enforce proper services protocols and standard operating procedures for all agents.
- Ensure that all agents are performing very well.
- Ensure compliance of for quality assurance
- Enforce disciplinary actions for non-compliance of SOPs.
- Identify challenges, formulate solution, and implement them in order to reach successful solution.
- Respond to call centre issues with urgency and immediacy.
- Handling personnel issues such as scheduling, attendance, and disciplinary actions when necessary.
- Create and maintain performance reports to track progress and trends.
- Provide feedback and recommendations for improving customer interaction.
- Handle escalated customer inquiries and complaints, resolving issues promptly and effectively.
- Identify areas of improvement and implement strategies to enhance team performance.
Key Skills and Abilities
- Proven experience in call centre environment with a minimum of 3 years
- Strong leadership and communication skills
- Knowledge of customer service best practices.
- Excellent problem solving and decision making abilities.