Floor Manager

Logic Enterprises Limited
£21k - 25k per year
25 Sep 2017
03 Nov 2017
Contract Type
Full Time
Floor Manager Key Accountabilities - Being the main point of contact to highlight and filter client issues as they arise in a swift and efficient manner. - The up keep of the floor manager log for clear tracking of all events, tickets raised, site outages. - Effective reporting for the TL community with regards to absenteeism, KPI`s and client requirements such as OT and AL drives - Lead by example, be approachable and demonstrate a ``can do`` attitude, to develop a culture of working together to help us achieve the best result in the shortest possible time - Work to targets and be able to manage own time and ability to prioritize tasks to meet and exceed these targets - Working with operations managers make decisions regarding operational activities, reducing any potential risk to the customer, client and our ability to meet contractual KPI`s - Analyse working practices to identify best practice and develop new methodologies to improve productivity and service delivery in conjunction with the Team Leaders population - Manage attendance to exceed target of 95% and comply with absence management policy to ensure operation is not adversely impacted - General security and cleanliness of the production floors, enforcing company policies and procedures including dress code - Ensure that all PC`s are operational and raise tickets and sign off when completed - Support operation for and all audits across the site when needed - Pro-active in the reduction of any client or internal downtime, system issues RADAR corrective tracking - Work collectively across operational and support functions to ensure the smooth running of the operational floor on a daily basis - POC for weekly operational checklist and monthly incentive tracking The Person - Good working knowledge of Contact Centre operations, technology and telephone routing - Highly numerate, literate and analytical - Able to think laterally to consider options which will optimise the requirements of both the Client and business - Strong influence skills - Excellent attention to detail - Strong leadership skills - Ability to work in a pressurised, changing environment - Flexibility to work out of core hours e.g. evenings and weekends to meet business needs - The ability to keep accurate up to date information Experience and Skills - Hands-on experience of working in a contact centre environment is desirable, but experience of dealing with customers in other demanding environments (e.g. retail, leisure etc.) would also be applicable - Experience of managing a team of people who undertake customer service/technical support, account management - Excellent communication skills, telephone manner and experience in dealing with staff members face to face. - PC literate and good keyboard skills - Analytical, simplifies complex and ambiguous matters; thinks laterally and creatively; display sound judgement and resolve problems - Able to analyse, interpret and communicate complex problems in numeric data - Experience of dealing with conflict with peers and line managers - Projects confidence that people and performance issues will be dealt with promptly and efficiently Personal Qualities - Passionate about delivering exceptional client based service - Results in driven and commercially aware - Excellent verbal communication skills; good listener who is able to understand client needs - Conscientious and reliable individual who is self-motivated - Friendly personality that will lead by example; shows confidence and pride in delivering excellent service - Open and trustworthy - Enthusiastic with positive attitude to work; unafraid the status quo but risk aware; willing to add extra value to the service provided - Keen for self-development and personal growth; inspirational - Can do attitude Salary - Up to £25,000 based on experience Whilst this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, addor remove duties from particular jobs and to assign other duties as necessary. Firstsource Solutions Ltd reserves the right to consider an employee`s performance records and any misconduct issues on file when appointing the successful candidate to the role. Firstsource Solutions Ltd is an Equal Opportunities Employer
This job was originally posted as www.jobsite.co.uk/job/959125716