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
Forecast volumes of calls and manpower requirements.
Makes necessary changes in staffing based on day of week, sales promotions, other anticipated events, and PBX data.
Monitors productivity of customer service representatives and generates reports.
Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
Answers questions and recommends corrective services to address customer complaints.
Maintains the correct recorded announcement menus, and makes changes as necessary based on the time of day, day of week, or holidays.
Determines work procedures, prepares work schedules, and expedites work flow.
Studies and standardizes procedures to improve efficiency of subordinates.
Maintains harmony among workers and resolves grievances.
Prepares composite reports from individual reports by subordinates.
Manages the sub ordinates and is responsible for over all direction, Co-ordination Planning, assigning and directing work.
Must have USA accent, and good communication skills.
Ability to read, analyzes, and interprets 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.
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.