A Telemarketing Floor Manager is responsible for overseeing the daily operations of a telemarketing team, ensuring effective sales and lead generation activities, and managing the performance of telemarketing agents on the floor.

Responsibilities:

• Team Leadership:
• Supervise and manage a team of telemarketing agents, providing guidance, training, and performance evaluations.
• Foster a positive and motivated work environment to boost team morale and productivity.
• Campaign Execution:
• Plan, coordinate, and execute outbound telemarketing campaigns to achieve sales and lead generation targets.
• Monitor campaign progress, call volume, and agent performance.
• Performance Management:
• Set individual and team targets for call volume, conversions, and other relevant metrics.
• Provide coaching, feedback, and performance evaluations to agents to improve outcomes.
• Data Analysis and Reporting:
• Analyze call data and campaign results to identify trends, areas for improvement, and opportunities for optimization.
• Prepare regular reports on team and campaign performance for management.
• Agent Training and Development:
• Design and deliver training programs to enhance agent’s product knowledge, sales techniques, and customer interaction skills.
• Conflict Resolution:
• Address agent concerns and resolve conflicts promptly and effectively.
• Provide solutions to challenges that may arise during campaign execution.

Skills & Qualifications:

• Leadership and team management abilities.
• Excellent communication skills, both verbal and written.
• Strong analytical and problem-solving skills.
• Customer-centric mindset and understanding of effective sales techniques.
• Data-driven decision-making based on campaign metrics.
• Conflict resolution and interpersonal skills.
• Proficiency in call centre software and CRM systems.
• Time management and organizational skills.
• Ability to adapt to changing campaign requirements and dynamics.