Floor Manager (Call Center) Job Description Template
The Floor Manager (Call Center) supervises and coordinates the activities of call center agents, ensuring that they meet performance targets and deliver high-quality customer service. This role involves monitoring call center metrics, providing training and feedback, and handling escalations efficiently.
Responsibilities
- Supervise call center agents to ensure they meet performance metrics.
- Monitor daily operations and call center metrics.
- Provide training, coaching, and feedback to team members.
- Handle escalated customer inquiries and complaints.
- Implement and enforce call center policies and procedures.
- Collaborate with other departments to improve customer service processes.
- Prepare and present performance reports to management.
- Manage scheduling and staffing to ensure adequate coverage.
Qualifications
- Bachelor’s degree or equivalent experience in a related field.
- Proven experience as a call center manager or similar position.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Ability to handle stressful situations and difficult customers.
- Willingness to work flexible hours, including evenings and weekends.
Skills
- Team Management
- Customer Service
- Performance Monitoring
- Conflict Resolution
- Coaching and Training
- Scheduling
- Data Analysis
- Reporting
- CRM Software
- Microsoft Office
Frequently Asked Questions
A Floor Manager in a Call Center oversees the daily operations of the call center floor. They are responsible for managing front-line operators, ensuring call quality standards are met, and monitoring performance metrics. They handle escalated customer issues and ensure efficient workflow, contributing to the successful achievement of organizational goals.
To become a Floor Manager in a Call Center, candidates typically need a combination of education and experience. A bachelor's degree in business or a related field can be beneficial. Prior experience in a call center environment and strong leadership skills are crucial. Developing skills in team management, conflict resolution, and customer service is also important for prospective candidates.
The average salary for a Floor Manager in a Call Center can vary based on location, experience, and the size of the call center. Generally, floor managers are compensated for their supervisory role, which includes overseeing operations, managing staff, and ensuring efficient service delivery. Salary packages may also include bonuses or commissions tied to performance metrics.
Typically, a Floor Manager in a Call Center requires at least a high school diploma, with a preference for candidates having a bachelor's degree in business or communication. Relevant experience in a call center setting is critical. Skills such as effective communication, leadership, problem-solving, and proficiency in call center software are essential for success in this role.
A Floor Manager in a Call Center must possess strong leadership and communication skills to effectively manage and motivate a team. Their responsibilities include overseeing daily operations, ensuring adherence to quality standards, managing schedules, and handling escalated issues. Proficiency in data analysis to track performance metrics is also crucial for this role.