Call Center Floor Manager
Citruss TV
Total years of experience :9 years, 7 Months
• Schedule Management: Prepare monthly schedules for over 70 agents, ensuring adequate coverage and adherence to company policies and labor regulations.
• Sales Planning: Develop daily sales plans, including stock availability assessments, alternative offers, and bundle creation strategies to optimize sales opportunities.
• Communication and Reporting: Generate daily emails and reports covering various aspects such as call volume estimation, sales analysis, and performance metrics.
• Performance Monitoring: Maintain and improve the answering ratio, ensuring Call Center AN% target achievement on a daily basis through effective monitoring and adjustment strategies.
• Training and Development: Conduct training sessions, briefings, and coaching sessions for both new and existing agents to enhance their skills and knowledge.
• Floor Management: Oversee floor operations, providing support to agents and handling urgent cases to ensure smooth functioning of the Call Center.
• Target Achievement: Drive the team towards meeting Call Center targets including conversion ratio, sales revenue, quality parameters, agent attendance, and behavior standards.
Management Information System