Description
Job Duties/Responsibilities:Provides leadership/operational presence on the floor
Acts to provide proactive feedback and insights to Team Leaders on team member's performance.
Acts as the primary point of contact for Contact Centers
Provides guidance and information
Works closely with the Resource Planning team to maximize resources and manage budget on a daily, weekly, monthly basis.
Takes a leadership role
Responsible for oversight of the floor
Monitors average speed of answer, phone status of phone representatives, current outages, phone metrics, call queue (calls waiting)
Point of contact within the company if anyone needs information from the Care Center
May need to take over escalated calls from phone representative
Check absence lines daily and relay information to Team Leads
Work with Resource planning team
Administrative
Report personal injury calls to Duty Supervisor on Call per the guidelines.
Report all safety events to Sr. Team Leader and Manager of employee and Manager on Call
Retrieve Sick Line calls in a timely manner throughout the day
Review/approve same day vacation requests
Web Review for outage related issues
Send broadcast messages for immediate notification to front line staff
Assign CC to tasks
Update on-call and duty/back-up duty whiteboard
Complete daily Floor Manager log
Support/Partner with the Resource Planning team
Work with other departments to accommodate their requests for support/assistance
Broadcast messaging - urgent messages re: operational and/or process issues, reminders for training events, etc.)
Partner closely with RP team - offering low volume, holdovers, off-line work, last-minute briefings, coaching sessions, etc.
Technology Checks
Check lines
Ensure IVR is running properly
Contacting the Floor manager to identify key contacts at each site
System Admin- ensure all systems are working properly
Check with Floor Manager when experiencing technology issues. If isolated, report them to the appropriate IT organization or HelpDesk.
Support to Team Leaders and Resource Planning Team
Productivity Monitoring
Notification of urgent, non-routine events (ie Media events, Fire/Police visits, etc.)
SKILLS:
Skills/Qualifications:
Bachelor's Degree in Business, Communications, or a related field is preferred.
2-4 years experience in an Inbound/Outbound Customer Service Center and/or Credit Call Center Management, or 3-4 years experience in customer service management.
Candidates should have demonstrated experience in leading, developing, and coaching direct reports; advanced knowledge in telephony, workforce management, customer programs, and desktop applications.
Being on time is a must.
Good organizational skills.
Ability to multitask.
Potential travel.