Floor Manager

Purpose

The purpose of this job includes Hiring, Training, Coaching and leading Call center representatives as they provide support for customers. This position is mainly comprising upon complete accountability which includes Floor management, reporting, analysis, problem solving and provide best resolution in specified time. Also, to set objectives, analyze and ensure that the company and staff meets their daily assigned goals and achieve targets with providing reliable and efficient support for consumers.

Education

Minimum Graduate (Preferably MBA)

Knowledge

•    Customer Journeys / Customer Experience
•    Teamwork & Collaboration
•    Handling difficult people (stakeholders & irate customers)
•    Data Analytics
•    Product knowledge 
•    Organizational policies
•    Departmental SOPs & KPIs
 

Experience

3 to 4 Years’ Experience  

Competencies

Area of Responsibilities

Reporting

Core responsibility of this job is reporting which is based on ongoing operations of Contact Center, about the ratio of customer Experience and what company archived after proving all services.

Floor Management and Conducting Interviews

This jurisdiction is fundamental aspect of this job.

Managing floor in means of monitoring attendance, availability, adherence, floor neatness.

Conducting interview for shortlisted candidates after the evaluation from SQST CS team, filtering out the eligible and suitable candidates for the call center.

Trainings

To provide or being present apart in trainings related to any New SOP or changes in SOP. Critical issues, severity of current scenarios and all.

The trainings conducted by Floor managers are on need basis and for critical updates which are necessary to be communicated to Agents on calls.

People Development and Escalation Calls

It is a job of Floor manager to groom the agents and make them ready for next level which might be backup team lead or team lead, it can be done by identifying the talent and start giving them different tasks like call backs and M.I.S handling of different domains so that they feel motivated and update their skill set accordingly.

Another important job is to listen to the agent’s problems if they are facing any and resolve them by keeping the SOP’s in consideration which involves adherence issues, adjustments and leaves.

Escalation calls are also being Managed by Floor Managers specially when a customer wants to talk to senior staff and not satisfied by the agent and team lead. Floor manager Ensures that customers issue is properly escalated to the concern and follow up till resolution.

Area of Responsibility Continued