Floor Manager (telecom)

- Plan the operation of the Contact Centre(s), including manpower, facilities forecasting and problem identification. - Decision making in order to continuously improve performance of the Contact Centre(s) and meeting KPIs. - Identifying Contact Centre(s) requirements and coordination with the relevant department to fulfill the said needs. - Reinforcing rules, regulations and policies of the Organization. - Monitoring reasons for calls and customer needs to ensure that the Contact Centre(s) are on a continuous improvement path. - Identifying the need of headcount for Contact Centre(s) in accordance with the workload. - Identifying and arranging trainings through Training and Development team of the Contact Centre(s). - Ensure current International Contact Centre best practices are adopted at the Contact Centre(s). - Delegation and empowerment. - Responsible to handle projected business transactions and ensure high business conversion ratio.

Job Specification

- Ensure compliance of company policies, procedures and SOPs. - Propose and implement customer centric processes through constant process improvement methodology. - Ensure optimum resource efficiency and utilization by recommending appropriate change in the work schedule. - Ensure prompt customer complaint management and end to end resolution. - Motivate staff to achieve call center operations objectives. - Analyze, monitor and propose improvement in team leader and customer relation officer KPIs. - Ensure the implementation of CRD strategy through people, process and technology.

About Us

Sybrid is a world-class Business Process Outsourcing (BPO) company with its roots in Pakistan, while it extends comprehensively structured services and products across the globe, to facilitate corporate customers and Fortune 500 clients. #J-18808-Ljbffr Management & Operations