Floor Supervisor

The Floor Supervisor is part of a team that is extremely significant to our company as it supports several departments within the organization as well as working directly with our customers. As a Call Center Floor Supervisor, you should be focused on helping your team build the necessary skills and knowledge so they can better support customers. The Floor Supervisor should be supportive, communicative, and attentive. Supporting agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. As a Floor Supervisor, you must be a go-getter who is able to stay highly organized and productive in a challenging fast-paced environment. When faced with challenges the supervisor must have the ability to multi-task and run the call center with high energy. The Floor Supervisor should be analytical, supportive, and always prepared to act as a resource to agents.

Responsibilities and Duties

Floor Supervisor;

• Managing a team of agents by walking around and be visible to answer questions.

• Ensuring all agents understand and comply with all call center objectives, performance standards, and policies.

• Assisting agents with questions regarding best practices and/or difficult calls.

• Motivating team members to meet monthly KPI performance and goals.

• Identifying operational issues and suggesting possible improvements.

• Preparing reports & analyzing data to assist management as they determine call center goals.

• Working with other supervisors and management team members to support agents and maximize customer satisfaction.

• Work with DFO on refining and scheduling appropriate training sessions.

• Ensuring agents adhere to their schedules.

Required Skills

Dependable, Accountable, Reliable, Punctual, Responsible, Trustworthy and Coachable

Excellent problem solving, leadership, and customer service skills. • Analytical. • Ability to remain calm and courteous under pressure and navigate tense situations. • Adjustable to change and different personalities • Verbal and written communication skills. • Ability to coach, training, and motivating employees along with evaluating their performance

Preferred Education and/or Experience

• Minimum of High school diploma or GED

Technical Skills

• Microsoft Word, Excel, PowerPoint, Outlook

Working Conditions / Physical Demands

• Must be able to stand, sit, and walk for extended periods of time

• Fast-Paced environment, ability to adapt and adjust to change immediately

• Noise level: high noise level; Office atmosphere. Typing, data entry in screens daily

• Must have reliable transportation