Floor Incharge - Call Centre

Duties and Responsibilities

• Train employees to maintain accurate workflow for all business services.
• Involvement in completing the requirement process and evaluating new employees.
• Monitor and maintain employees' shift schedules.
• Assist other departments to maintain and enhance better performance for the company to ensure high-quality services.
• Monitor efficient quality services and ensure flawless professional behavior to all customers.
• Evaluate floor and monitor calls, maintain professional mannerisms, and improve call quality.
• Administer and maintain better workflow by assisting employees in upgrading their process and product knowledge.
• Prepare marketing plans to reach goals and assist employees to establish better relationship with customers.
• Monitor all calls on at hourly basis and maintain all data
• Collaborate with Trainer & Quality audit team to provide training to improve exceptional customer service.
• Monitoring the performance of the dispatchers and TL.
• Monitoring the key metrics and reporting daily, weekly and monthly.
• Conducting team meetings to ensure smooth workflow.
• Evaluate employee performance and identify hiring and training needs.

Qualifications and Requirements

• A bachelors degree or a masters.
• Good Experience for about 05 to 10 years in BPO, Sales & Marketing (product and service)
• Good negotiation skills.
• Proficient in written, oral English and Tamil communication skills.
• Good problem solver and creative thinker.
• Excellent planning, organizing and time management skills.
• Willing to work at Rotational Shifts