Floor Manager Call Centre

A Telemarketing Floor Manager is responsible for overseeing the daily operations of a telemarketing team, ensuring effective sales and lead generation activities, and managing the performance of telemarketing agents on the floor.

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.

Requirements

Skills & 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.