Call Center Floor Manager

JOB TITLE: Call Center Floor ManagerDEPARTMENT: Call CenterREPORTS TO: Call Center General Manager   POSITION SCOPEThe Call Center Floor Manager manages and coaches a team of Call Center Leads and may be responsible for managing other administrative positions. The Floor Manager is responsible for overseeing call center operations and ensuring performance goals are achieved during all hours of operation. The Floor Manager provides management support to the General Manager especially when the General Manager is away. The Floor Manager reports to the Call Center General Manager. ESSENTIAL DUTIES AND RESPONSIBILITIES Responsible for the performance of all Inbound skills, reporting variances from expected performance, and resolving variances Certified biannually at the Platinum level in the Call Center Supervisor Certification program Serves as a SME (Subject Matter Expert) for call center SOPs (Standard Operating Procedures) and Job Aids. Delegate’s revision and review of call center documentation appropriately. Works with the Operations Manager to coordinate new hire and residual training Tracks residual training and recommends action plans to accomplish training goals Drives sustained improvements in conversion rates Ensures that all Associates are productive and efficiently utilized by managing schedule adherence, performance, and workload. Responsible for driving reductions in Client Relations issues and process errors Acts as the point of contact for the operations team communication process. Responsible for ensuring supervisory compliance for Quality Assurance feedbacks, communication logs, and residual training participation. Provides first level management oversight for all call center disciplinary actions and PIPs (performance improvement plans) and ensures that the PIP process is being adhered to. Responsible for monitoring AHT (average handle time) and addressing performance issues ·  Responds to call center issues with urgency and immediacy.·  Manages and coaches a team of Call Center Leads·  Conducts one-on-one performance evaluations·  Assists in setting Call Center department goals and Associate development goals·  Monitors, tracks, and enforces departmental policies, procedures and goals·  Available to answer Associate questions related to policies and procedures·  Recognizes challenges, identifies solutions, and executes plans in order to reach successful conclusions·  Handles escalated customer calls from Call Center Leads and Supervisors·  Manages Call Center employee issues with Human Resources·  Ensures Call Center Supervisors keep Associate files up to date and in a standardized format·  Provides support to the Call Center New-Hire Transition process·  Contributes to the identification of functional deficiencies and process improvements and participates in process improvement initiatives·  Recognizes and rewards progress·  Interviews and hires prospective Call Center Associates and Team Leads ·  Functions as the initial management escalation point for the workforce management process KNOWLEDGE, SKILLS AND ABILITIES1.  Knowledge:  High School Diploma/GED, Bachelor’s degree, three to five years of call center management and Customer Service experience.  Experience/exposure to standard call center tools such as Cisco, Blue Pumpkin, and Witness etc. Prior coaching/training experience. Experience in meeting or exceeding Team Service Level goals. Must be certified through the Call Center Supervisor Certification program at the Platinum level. 2.  Skills:  High proficiency in Word, Outlook, Power Point and Excel.  Knowledgeable and experienced with Blue Pumpkin or other Workforce Management and scheduling software.  Working knowledge of Siebel preferred.  Excellent Customer Service skills.  Excellent written and verbal communication skills.  Ability to demonstrate a professional demeanor at all times.  Detail-oriented. Comfortable working with fixed deadlines.  Ability to work independently and as part of a team.  Ability to be flexible in a rapidly changing environment.  Ability to multi-task and delegate.  Analytical ability.  Adaptability. Proficient organization skills.  Strong decision making skills. A high level of initiative. Promotes accountability. 3.  Physical Ability:  This position spends the majority of the time working on a computer which requires using a keyboard to enter data and send and respond to emails.  The ability to move throughout a large call center.  The ability to sit in front of a computer for long periods of time The ability to communicate effectively with all levels of the company using email, telephone, or face-to-face conversations.  The ability to lift 0-30 pounds.  The ability to physically and mentally perform the essential functions of the position, with or without reasonable accommodation.  The ability to report to work on a regular basis.4.  Work Environment:  This position is located in a cubicle/call center setting. The noise level is moderate to high.This job description is not an exhaustive statement of duties, responsibilities, or requirements and does not preclude management’s authority to add or change duties or responsibilities.  Individuals requiring accommodation should contact a Human Resources Representative.Education:  Bachelor’s Degree in Accounting or Business required.Computer Knowledge Requirements: MS Word, Excel, Outlook, Power Point, AccessOur employees enjoy a casual, yet results-oriented environment where we value creativity, teamwork and innovation. To take your first step toward joining our winning team, please apply today by clicking HERE