Floor Supervisor

Job Description

A floor manager in a Business Process Outsourcing (BPO) setting is responsible for overseeing and managing the day-to-day operations on the production floor. Their role involves supervising and leading a team of employees who handle customer service, sales, technical support, or other outsourced business processes. Here is a general job description for a floor manager in a BPO:

1. Team Management: The floor manager is responsible for managing a team of agents or representatives. This includes overseeing their work, providing guidance and support, conducting performance evaluations, and coaching them to improve their performance.
2. Performance Monitoring: Monitoring the performance of the team and individual agents is a crucial part of the floor manager's role. They should track key performance indicators (KPIs) such as average handling time, call quality, customer satisfaction, and sales targets. The floor manager should analyze data to identify areas of improvement and take necessary actions to meet performance goals.
3. Training and Development: Ensuring that the team members are adequately trained and equipped to perform their duties is essential. The floor manager should organize and deliver training sessions to enhance the skills and knowledge of the agents. They should also provide ongoing coaching and feedback to help individuals improve their performance.
4. Process Improvement: A floor manager should continuously assess the efficiency and effectiveness of the BPO processes and identify areas for improvement. They should collaborate with other stakeholders, such as operations managers and quality assurance teams, to streamline processes, reduce errors, and enhance productivity.
5. Escalation Handling: Dealing with customer escalations and resolving complex issues is part of the floor manager's responsibilities. They should step in when customer complaints or difficult situations arise, providing guidance and support to the agents to ensure effective resolution.
6. Reporting and Documentation: The floor manager is responsible for generating reports and maintaining documentation related to team performance, process improvements, and any other relevant information. They should be proficient in using software and tools to analyze data and prepare accurate reports for management.
7. Team Motivation: Creating a positive and motivating work environment is crucial for the floor manager. They should encourage teamwork, recognize and reward achievements, and address any concerns or conflicts within the team promptly.
8. Adherence to Policies and Procedures: Ensuring that the team adheres to company policies, procedures, and industry regulations is essential. The floor manager should enforce compliance with quality standards, data security protocols, and other relevant guidelines.

Overall, a floor manager in a BPO setting plays a critical role in managing a team, optimizing processes, ensuring performance targets are met, and maintaining high levels of customer satisfaction. They act as a bridge between the frontline agents and the management, working to create a productive and efficient work environment.

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