Verified Job
Telesales / Telemarketing
Floor Manager - Call Center
Telesales / Telemarketing
#817219
Remote / WFH
World Vision
Job Description
Employee Contract Type
Local - Fixed Term Employee (Fixed Term)
Job Description
Key Deliverables:
Real-Time Floor Management: Oversee shift-level operations, agent attendance, and adherence using dashboards. Take immediate action on, high AHT, Manage breaks, lunches, and aux time to ensure optimal staffing levels. Handle real-time escalations from agents and support floor queries.
Team Performance & Coaching: Supervise a team of 15-25 call center agents on the floor. Conduct live call monitoring and provide instant feedback/coaching. Drive daily metrics: AHT, CSAT, calls per hour, conversion rate, Schedule Adherence. Run shift huddles, briefings on process updates, and motivation sessions. Identify performance gaps and design targeted coaching plans.
Quality Assurance & Compliance: Ensure strict adherence to regulatory compliance (like Do Not Call lists), Monitor call recordings to maintain quality standards and scripts. Ensure accurate documentation of all customer interactions in the CRM
Target Management: Set daily, weekly, and monthly targets and drive the team to meet or exceed business requirements.
Operational Discipline: Ensure agents follow process, scripts, and compliance guidelines. Track absenteeism, tardiness, and flag issues to vendor HR/client. Maintain floor discipline, energy, and a customer-first culture. Prepare end-of-shift reports on performance, gaps, and incidents.
Reporting: Generate performance reports for management to identify trends and areas for improvement
Stakeholder Coordination: Act as first point of contact between agents and rest of the resource mobilization teams. Escalate IT/system issues impacting floor productivity.
Local - Fixed Term Employee (Fixed Term)
Job Description
Key Deliverables:
Real-Time Floor Management: Oversee shift-level operations, agent attendance, and adherence using dashboards. Take immediate action on, high AHT, Manage breaks, lunches, and aux time to ensure optimal staffing levels. Handle real-time escalations from agents and support floor queries.
Team Performance & Coaching: Supervise a team of 15-25 call center agents on the floor. Conduct live call monitoring and provide instant feedback/coaching. Drive daily metrics: AHT, CSAT, calls per hour, conversion rate, Schedule Adherence. Run shift huddles, briefings on process updates, and motivation sessions. Identify performance gaps and design targeted coaching plans.
Quality Assurance & Compliance: Ensure strict adherence to regulatory compliance (like Do Not Call lists), Monitor call recordings to maintain quality standards and scripts. Ensure accurate documentation of all customer interactions in the CRM
Target Management: Set daily, weekly, and monthly targets and drive the team to meet or exceed business requirements.
Operational Discipline: Ensure agents follow process, scripts, and compliance guidelines. Track absenteeism, tardiness, and flag issues to vendor HR/client. Maintain floor discipline, energy, and a customer-first culture. Prepare end-of-shift reports on performance, gaps, and incidents.
Reporting: Generate performance reports for management to identify trends and areas for improvement
Stakeholder Coordination: Act as first point of contact between agents and rest of the resource mobilization teams. Escalate IT/system issues impacting floor productivity.
