Customer Contact Center Floor Manager
The Customer Contact Center Floor Manager will be responsible for duties included but not limited to those listed in the summary below. The work hours are 7am-3:30pm: Provides leadership/operational presence on the floor - using RTA, CustomView, OM Web, and Virtual Hold Acts to provide proactive feedback and insights to Team Leaders on team member's intra-day performance. Acts as the primary point of contact for Contact Centers (CO, other areas) Provides guidance and information (in response to consultant questions, second set of eyes, etc.) Works closely with the Resource Planning team to maximize resources and manage budget on an intra-day, weekly, monthly basis. Takes a leadership role in the CCC Administrative Report personal injury calls to Duty Supervisor on Call per the guidelines. Report all safety events to Sr. Team Leader & Mgr of employee and Mgr on Call Retrieve Sick Line calls in a timely manner throughout the day o Update Red Absence book o Submit 342 form o Forward Sick Line message to appropriate team leader o If any of the consultants are a part of a special project - notifying that group they will be out that day Review/approve same day vacation requests OM Web-Review for outage related issues. Send broadcast messages for immediate notification to front line staff Assign CC to task such as: Email/CCT Support, EIP/TC, bilingual, etc. 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 (as CCC resources are available) Symon board and 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, Know How Now time, coaching sessions, etc. Technology Checks: Check lines (CS Line, Power Outage Hotline, Police & Fire Line, TC, EIP and Corporate Operator Line) Ensure IVR is running properly (7am and 12 noon) Contacting the PCCC Floor manager to identify key contacts at each site System Admin- ensure all systems are working properly Check with PCCC Floor Manager when experiencing technology issues. If isolated to MCCC, report them to the appropriate IT organization or HelpDesk. Support to Team Leaders and Resource Planning Team Productivity Monitoring - using Custom View & RTA o Long Wrap or Idle times (5-7min) - approach employee, provide guidance/assistance, refocusing as needed. If repetitive, provide notification to appropriate team leader. o Walk the floor for 4 hours/day o Lunch/Breaks - (excessive break/lunch time taken - ie - 15/30min - approach employee, refocus as needed and notify team leader if deemed repetitive behavior o Ensure consistency with policy adherence (ie appropriate work attire, cell phone usage, eating at desk, etc.) Follow-up with email communication to rep and reps team leader. Notification of urgent, non-routine events (ie Media events, Fire/Police visits, etc.) o The floor manager has a typical end time of 3:30PM. However, this is subject to change depending on the state of the contacts centers (ie holdovers). The floor manager must touch base with the PM floor manager prior to leaving to share any important information; this avoids surprises for the PM floor manager. Education/Experience Requirements A Bachelor's Degree in Business, Communications or a related field is preferred. Candidates that possess the following experience will also be considered: 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. SKILLS NA Synectics is an Equal Opportunity Employer.
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