Floor Manager

Our employees are our company's greatest asset - they are our real competitive advantage. We possesse immense power of innovation, immagination and a desire to attract and retain the best; provide them with encouragement, stimulus, and make them feel that they are an integral part of the company's mission.

Job Responsibilities

• Responsible for the quality work of all call center agents.
• Enforce proper service protocols and standard operating procedures for all CSRs on shift.
• Manage daily/shift operations of Contact Center and ensure delivery of service in terms of AHT, Queue Wait Time, ASA and Service Level along with managing shift/people issues that may be experienced during a shift.
• Liaising with other departments, CSRs to gather information and resolve issues related to the working environment and staff.
• Ensures accurate information on products and services are communicated through the team.
• Creates a challenging and motivational environment to reduce pressure and drive the assigned team to achieve their individual/group targets.
• Conduct spot checks to gauge quality of service. Monitor communication such as random calls for quality check,
• Vendor Management for diversion of call traffic, real time monitoring of (BPO).
• Partner with Supervisors/Manager to develop individual/group development plans to enhance the performance of the team. Conduct induction sessions, product knowledge and system training, as well as assessment for new joiners.
• Handling the most complex customer complaints or enquiries.
• Ensures all contact center technical facilities, systems, tools, and equipment are properly installed and maintained.
• Ensures preventive maintenance programs for technical support to all workstations when not fully operational.
• Perform other duties / special tasks as assigned by Management.
  
  

Education: Minimum graduate from a recognized university. Masters will be preferred.

Skills

• Leadership: Ability to motivate, guide, and develop call center agents.
• Communication: Excellent verbal and written communication skills to interact with agents, customers, and stakeholders.
• Problem-solving: Strong analytical and problem-solving skills to resolve customer complaints and operational issues.
• Time Management: Ability to prioritize tasks, manage time, and meet deadlines.
• Coaching: Skill to coach and develop agents to improve performance and achieve targets.
• Conflict Resolution: Ability to resolve conflicts and disputes between agents, customers, or other stakeholders.
• Data Analysis: Ability to analyze call center metrics, identify trends, and make data-driven decisions.
  
  

Knowledge

• Call Center Operations: Understanding of call center processes, procedures, and technology.
• Customer Service: Knowledge of customer service principles and practices.
• Performance Metrics: Understanding of key performance indicators (KPIs) of Call Center.
• Technology: Knowledge of call center software, hardware, and technology, such as automatic call distributors (ACDs) and customer relationship management (CRM) systems.
  
  

KE provides equal employment opportunity (EEO) to all persons regardless of age, color, origin, physical or mental disability, race, religion, creed, gender, marital status, status with regard to public assistance or any other characteristic protected by federal, state or local laws.