Floor Manager - Call Center

仕事内容

1. Coordinate with Call center trainer for training materials and training for the all new hires

and refresher training for existing resources

2. Coach Call Center team on soft skills, product and company updates

3. Call monitoring , Data allocation for Calling, Call Feedback Collection , Data and Call Result Analysis

and

ensuring CCEs adhere to the feedback

4. Conduct individual and team skills gap analyses and coordinate with call center trainer for the

skill upliftment of the Callers

5. Communication and ensure implementation of HR Policy, Zero tolerance policies, Employ

engagement activities, adherence to floor behavior and company compliances etc.

6. Corrective actions and measurements as per feedback received from Associate Buyers/Stores

related to

call qualities.

7. Understand calling objective with the concerned department and allocate Scripting for Calling

Agents,IVR content ,Out Bound Callers as per subject and objective of the Call Etc.

8. To manage the Business Development related calls

9. Audit of the calls on regular intervals and keep records

10. Maintain and Measure their performance reports based on callers Targeted Goals for the

calling Projects.

11. Ensure system and process functionality along with high productivity

12. To get followed the SOP of the Department by Calling Agents/Executives

13. Analyzing and Producing sales reports/conversion Success Ratios and report on daily basis of each

ongoing projects

14. Conduct the training and create group of Callers as per the assigned projects

15. Create the daily dashboard and Reports of the Calling projects and their outcomes

16. Verify the calls feedback and Major Concerns of the AB/Stores, Feedback Documentation and

Service Improvement

17. Escalating complex or unresolved complaints to the relevant departments

18. Identifying and addressing operational inefficiencies, such as frequent downtimes, inefficient

workflows or quality control issues

19. Coordinate with L&T team for organizing workshops or training programs for skill development

and

Providing job-specific training and guidance

20. Communicating performance expectations, goals and key performance indicators to the

calling team members and measure them on daily basis

21. Motivate the Calling team for completion of Sales targets and rectify the challenges if any

22. Implementing preventive and corrective measures to ensure minimal downtime, or delays

Key Result Areas:

 Call Center Floor Management and Sales development through Calling Team

 Calling Reports and Data Creation

 MIS and Performance Management of Call Center

 SOP and Process adherence by the Team

Skills required:

 Trainings and Data Management

 Communication

 Team and Time Management

 Call Center Floor /Sales/ Operations Management

Educational /Professional Qualification:

 Any Graduate/Post Graduate/BBA/MBA

Work Experience:

 4+ Years Experience as Floor Manager – Call Center

Competencies Required:

 Call Center Floor and Sales Operations Management

 Team Management Skills & Strategy Implementation

 Data Analytical Skills

 Energetic, hands-on sales experience on Call Center floor Management & Training,

 MS Office, Presentation Skills Etc.