Floor Manager (telecom)
Sybrid (Pvt) Ltd - A Lakson Group Company, Pakistan

- 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 relevant department 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.

- 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