Call Centre Floor Manger

Job Title

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.