Floor Manager ( Call Center )

We are looking for a skilled Call centre manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. An excellent call center manager must be an organized, reliable and results-driven professional. You must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager, you must also have excellent customer service and communication skills. The goal is to do everything possible to attain goals and achieve great results for our company. Responsibilities • Develop objectives for the call center’s day-to-day activities • Assisting management team members in identifying trends and establishing call center goals. • Ensuring staff members are achieving desired service levels and taking corrective action, as needed. • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. • Taking on other tasks or projects to support employees, other managers, and call center operations. • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.) • Communicate company policies, procedures, and best practices to Representatives. • Assume responsibility of budgeting and tracking expenses. • Coach and provide training to personnel to maintain high customer service standards. • Monitor and improve ordering, telephone handling and other procedures. • Evaluate performance with key metrics (accuracy, call-waiting time etc.) • Prepare reports for different departments or upper management. Requirements • Minimum of 4 years of management or supervisory experience in an inbound/outbound calling environment Experience in customer service is required. • Knowledge of performance evaluation and customer service metrics. • Solid understanding of reporting and budgeting procedures. • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.) • Proficient in MS Office and call center equipment/software programs. • Outstanding communication and interpersonal skills. • Excellent organizational and leadership skills with problem-solving ability. • Positive and patient. • Bachelor's or higher degree in a relevant discipline will be appreciated. • Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus. • MUST have 5 years’ experience on USA Based Campaigns call center floor manager experience is mandatory