Call Center Floor Manager 

Job Details

Category:

Customer Service

Career Level:

Manager (Manager/Supervisor)

Experience:

10 Years

Required Qualification:

Bachelors Degree

Requires Traveling:

No

Salary:

Salary Not disclosed

Salary Type:

Per Month

Total Vacancies:

1

Skills

hiringcall centerfloor managerleadperformanceservicequalitydatafocussupportcommunicationcustomer servicecompanypoliciespeoplecar rentalindustrystatisticsteamcoachingdata integritycustomercustomer experienceprocess improvementcontact centertelephone handlingperformance evaluationsoftwareleadership skills

Description

Selfdrive.ae is hiring a Call Center Floor Manager who can lead our representatives to better performance and improve service quality. The call center floor manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and, analyze call center data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

• Analyzing call center statistics and adjusting processes to meet or exceed goals
• Leading team meetings and coaching and motivating team members
• Prepare work schedules to ensure sufficient coverage.
• Develop monthly, quarterly and annual call center goals and action plans.
• Ensure the team is meeting and exceeding personal and team sales goals (booking appointments with outbound calls)
• Manage, lead and coach the booking team, extensions
• Improve production levels of the booking team through daily and weekly team meetings and coaching sessions.
• Work with Management to coordinate new hire and continuing educational training.
• Review analysis of sales or other team’s phone coverage and performance; help to ensure agent phone productivity on a daily basis in order to meet sales and quality goals.
• Manage the maintenance of data integrity to ensure policies and procedures are properly followed.
• Maintain and make recommendations to improve departmental practices.
• Prepare and deliver the team performance reviews.
• Monitor reports to meet and exceed goals.
• Manage personal and team execution guidelines.
• Uphold the highest level of customer service.
• Manage the customer experience as it relates to the team and relaying proper information.
• Participate in continuous process improvement activities as part of the contact center team.
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, 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.)

Requirements and skills

• Proven experience as call center floor manager or similar position
• 5 years of customer service experience in UAE 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 a problem-solving ability
• Positive and patient
• Higher degree in a relevant discipline will be appreciated