Floor manager is responsible for the hiring, training, and disciplining of staff.
Ensuring Process Discipline is maintain on the floor
Staffing duties include placing advertisements and interviewing prospective workers.
Floor managers are physically present on the floor all the time and monitoring the Staff.
Responsibilities involve management of floor tasks in such a way that it improves the speed, quality as well as the efficiency of the work that has been allocated.
Floor managers are responsible for the work quality of all agents.
They enforce proper service protocols and standard operating procedures for all workers.
They review all the documentation and work with the recruitment staff to coordinate new hire and training.
They ensure that all workers are performing at or above par. They formulate ways to drive issues in client relations down to a minimum;
Ensure compliance for quality assurance feedbacks and communication logs.
Enforce disciplinary actions for noncompliance of SOPs and protocols for erring agents; monitor AHT (average handle time) or client-agent interaction time and address performance issues.
They respond to all the calls & issues with urgency and immediacy; manage and coach a team of agents and conduct performance evaluations.
Set department goals, adhere, and enforce departmental policies and procedures. They identify challenges, formulate solutions, and implement them in order to reach successful conclusions.
Handle escalated from the workers on the floor ; manage employee issues with recruitment or human resources and ensure that all personnel files are up to date and cataloged.
Provide expertise and guidance to the new recruits in the transition from classroom to floor process.
They recognize and reward progress and finally, act as the initial management escalation point for issue resolution.
Knowledge and Skills Requirements:
A good floor manager should demonstrate excellent Skills in Handling Large team size of min 45 Plus people, Ensure Floor Discipline should be maintain.
Maintaining Internal KPI/KRA of the company and should be follow the protocol and procedures set by the organization
Communication, organization, proper decision-making, analytical and multitasking skills are traits of exceptional call center floor managers.
They need to be detail-oriented, adaptable and accountable for all their actions.