Floor Manager – Call Centre
4 weeks ago
Responsibilities:
Team Leadership:
Supervise and manage a team of telemarketing agents, providing guidance, training, and performance evaluations.
Foster a positive and motivated work environment to boost team morale and productivity.
Campaign Execution:
Plan, coordinate, and execute outbound telemarketing campaigns to achieve sales and lead generation targets.
Monitor campaign progress, call volume, and agent performance.
Performance Management:
Set individual and team targets for call volume, conversions, and other relevant metrics.
Provide coaching, feedback, and performance evaluations to agents to improve outcomes.
Data Analysis and Reporting:
Analyze call data and campaign results to identify trends, areas for improvement, and opportunities for optimization.
Prepare regular reports on team and campaign performance for management.
Agent Training and Development:
Design and deliver training programs to enhance agent’s product knowledge, sales techniques, and customer interaction skills.
Conflict Resolution:
Address agent concerns and resolve conflicts promptly and effectively.
Provide solutions to challenges that may arise during campaign execution.
RequirementsSkills & Qualifications:
- Leadership and team management abilities.
- Excellent communication skills, both verbal and written.
- Strong analytical and problem-solving skills.
- Customer-centric mindset and understanding of effective sales techniques.
- Data-driven decision-making based on campaign metrics.
- Conflict resolution and interpersonal skills.
- Proficiency in call center software and CRM systems.
- Time management and organizational skills.
- Ability to adapt to changing campaign requirements and dynamics.
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