Données générales Emploi Floor Manager
Code 23985929 Date 19-01-2021 Société Confidencial Activité We are a United States company shipping cars from city to city. The leads are all prequalified from customers looking to have th [...] Más información Adresse Aut. Las Americas, KM 27 1/2
La Caleta, Boca Chica
Republica Dominicana
15706 Personne de contact Oscar FAX 9548270804 Spécifications de position Zone principale Administración
Autres domaines Comunicación, Publicidad, Medios, Formación, Docencia, Gestión, Alta Dirección Ville Santo Domingo Este
Pays República Dominicana
Description Floor managers oversee the staff. They are responsible for managing operations and make sure that customer service and support are properly given. They provide management support to the general manager and report all activities to him
•Preform floor management walkarounds
•Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
•Take calls that your agents cannot handle and be available when an agent appears to need assistance
•Ensure that all agents are performing at or above par
•Identify challenges, formulate solutions, and implement them to reach successful conclusions
•Enforce proper service protocols and standard operating procedures for all agents
•Manage and coach the team and conduct performance evaluations
•Provide appropriate motivational tools to promote team building and to increase agent morale
•Formulate ways to drive issues in client relations down to a minimum
•Provide both formal and informal coaching and feedback sessions with agents
•Ensure that all Agent reference and support materials were up to date
•Responsible of processing associate's payroll
•Foster an environment that encourage agents to exceed customers’ expectations.
•Monitored AHT (average handle time) or client-agent interaction time and address performance issues
•Ensure compliance for quality assurance feedbacks and communication logs Les exigences •Personnel management with knowledge in Call Centers (preferred)
•Phone customer service skills, analytical and troubleshooting (preferred)
•Self-starter capable of working independently and making decisions with limited supervision
•Ability in handle escalated calls and upset customers in a professional and courteous manner
•Detail-oriented, adaptable, and accountable for all you are actions
•Enthusiastic, reliable, and hard worker with a proven ability to perform well under pressure with excellent leadership and understanding skills
•Organized and diligent with excellent written oral and interpersonal communication skills (Must)
•Proficient in Microsoft Office (word processing, spreadsheets, and database systems). Ability to type 45 WPM or more.
•Good organizational skills with attention to detail
•High School Diploma (Must) Indispensable • Inglés: dominio del idioma (nativo ó 2do. idioma)
• Requiere residencia actual en Santo Domingo Este, República Dominicana
• Autoevaluarse, en el formulario de envío de CV, en las siguientes 7 competencias:
• Autoridad sobre grupos
• Autoridad sobre individuos
• Comprensión de los problemas de la organización
• Decisión
• Desarrollo de sus subordinados
• Tolerancia al estrés
• Persuasión
Préférable • 21 a 45 años de edad
ISCO Personal de dirección y alta gerencia, grupo 1 Conditions de travail Contrat Indefinido / Fijo
Jour Completa Calendrier Monday Thur Friday 09:00 - 18:00 Le salaire $40,000 - $50,000 Desglose El sueldo es fijo Avantages Health insurance
Base Salary $$40,000 - $50,000
Training 1 week to get to know the service Bonuses: TBD depending on KPI’s Etat Demandes Ce message a reçu 2 demandes Messages Ce société a reçu 0 messages Valoraciones Este puesto aún no ha recibido valoraciones de los candidatos
