Floor Manager @ Personal Recruitment Outsourcing

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Experiences

Interview and hire staff, coach and provide training to personnel to maintain high customer service standards.
Evaluating performance with KPI's (average handle time, call-waiting time etc.).
Recording statistics, user rates and the performance levels of the centre and preparing reports for different departments or upper management.
Motivating and retaining staff and coordinating bonus, reward and incentive schemes.
Working with other management team members to develop call centre objectives, keeping profitability and efficiency in mind.
Leading team meetings and coach and motivate team members.
Creating weekly/monthly reports.
Monitoring random calls to improve quality, minimising errors and tracking operative performance
Reviewing the performance of staff, identifying training needs and plan training sessions
Coordinating bonus, reward and incentive schemes

Company Description

British Call Centre

Rania El Atmioui