Job Details

This individual will ensure that the strategic objectives of the Operations Department are met through the operational management of agents in the Support environment. Agents are to be supervised, measured and developed

FLOOR MANAGER

This individual will ensure that the strategic objectives of the Operations

Department are met through the operational management of agents in the Support

environment.  Agents are to be supervised, measured and developed according to detailed

KPA’s and KPI’s supporting all operational needs for the Call Centre.

Motivate and drive staff to achieve sales targets.

Evaluate sales made for incentive and bonus allocation purposes

Manage shifts through the effective monitoring of shift efficiency, productivity and all

technical issues around the ACD system and client systems

Manage productivity and quality outputs of the Call Centre

Effectively handle escalated customer issues

Ensure that the escalations function is optimal and that outstanding issues are managed

effectively

Handle staff issues, including disciplinary matters, within disciplinary and departmental

rules

Compile and manage shift rosters and agent capacity

Continuously improve service levels to meet company targets

Ensure staff are trained and competent to handle customer queries

Complete KPA’s and KPI’s and conduct performance discussions with staff

Develop processes that improve service levels

Participate in the creation and management of the Call Centre strategy and objectives

Manage and motivate staff to ensure a good working environment is maintained

Devise and manage staff recognition programs

Manage the outbound and PCM functions after hours

Lead by example in personal motivation, time-keeping, customer service, staff

development and professionalism

EXPERIENCE:

- Minimum 3 years experience in managing a high volume Call Centre on a senior level

- Excellent knowledge and experience of shift structuring to maximize service levels

- Excellent knowledge and experience of managing Call Centre ACD systems

- Excellent staff management and motivational skills

- A good level of strategic thinking ability

- Excellent report writing and analytical skills

- The ability to swiftly adapt to changes in the workplace and industry

- A strong work ethic and sense of responsibility

- The ability to perform under pressure

- Sales flair

- The ability to multi-task

REQUIREMENTS

- Matric/Grade 12 (or equivalent) qualification

- Formal call centre management qualification and/or formal in-house training courses from

previous companies;  Further training / education in Call Centre Operations

- Must be willing to work shifts - our Call Centre is 24 hour operation

- Must have own transport that is reliable – this is an essential requirement for the job

- Must be flexible to attend meetings out of shift times or be able to stand in for colleagues

when required

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