Qureos Mentor

Digital Penguin

We are seeking a highly competent and results-driven Floor Manager to lead a team within a fast-paced customer contact and claims environment. The successful candidate will be responsible for driving performance, ensuring compliance, maintaining service quality, and delivering operational excellence across multiple teams. This role requires strong leadership, analytical skills, and a proven track record of managing high-volume customer operations.Key Responsibilities<ul><li>Manage, motivate, and develop a team.</li><li>Conduct daily floor walks and real-time performance management.</li><li>Hold regular coaching sessions, one-to-ones, and performance reviews.</li><li>Identify skill gaps and implement training and development plans.</li><li>Foster a positive, accountable, and high-performance culture.</li><li>Manage disciplinary and performance improvement processes where necessary.</li><li>Ensure smooth day-to-day operation of all assigned teams.</li><li>Monitor staffing levels and resource allocation to meet business demands.</li><li>Manage real-time adherence and productivity.</li><li>Coordinate with recruitment and training teams to support growth and onboarding.</li><li>Implement process improvements to increase efficiency and customer satisfaction.</li><li>Ensure all customer interactions comply with company policies and regulatory requirements.</li><li>Work closely with Quality Assurance teams to improve standards.</li><li>Investigate compliance breaches and implement corrective actions.</li><li>Conduct regular audits of calls, files, and customer interactions.</li><li>Maintain accurate documentation and reporting.</li><li>Produce daily, weekly, and monthly performance reports.</li><li>Analyse trends and identify opportunities for improvement.</li><li>Track team performance against agreed KPIs.</li><li>Present action plans for underperformance and continuous improvement.</li></ul>Key Performance Indicators (KPIs)<ul><li>Team attendance rate: 95%+</li><li>Schedule adherence: 90%+</li><li>Conversion rate: Meet or exceed campaign target.</li><li>Lead-to-case progression rate: Achieve agreed monthly targets.</li><li>Team revenue/contribution targets where applicable.</li><li>Quality assurance score: 90%+</li><li>Compliance score: 100% mandatory compliance adherence</li><li>Employee retention rate: 90%+</li><li>Coaching completion: 100% monthly completion</li><li>Performance review completion: 100% on schedule</li><li>New starter retention (90-day period): 85%+</li><li>Customer satisfaction score (CSAT): 85%+</li></ul>Preferred Qualifications<ul><li>Minimum 3 years' experience as a Floor Manager, Operations Manager, Contact Centre Manager, or similar leadership role.</li><li>Experience managing teams of 20&ndash;100+ staff.</li><li>Strong understanding of performance management and coaching techniques.</li><li>Proven ability to achieve and exceed KPIs.</li><li>Excellent communication and stakeholder management skills.</li><li>Strong analytical and reporting abilities.</li><li>Experience with CRM and workforce management systems.</li></ul>Working Hours &amp; Schedule<ul><li>Shift Timing: 1:00 PM &ndash; 10:30 PM (Mon - Thurs)</li><li>Friday: Half day (2:30PM to 9:30PM)</li><li>Saturday: Half day (2:00PM to 8:00PM)</li><li>Sunday: Off (fixed weekly off)</li></ul>Note: Manadatory to be in the office before 10 mints of shift time.Benefits<ul><li>Company-provided meal (Dinner)</li><li>Supportive &amp; Professional work environment</li><li>Growth opportunities</li><li>Annual Leaves/Paid holidays</li></ul>Experience<ul><li>Team Leadership/Supervisory Experience: 2+ years (Preferred)</li><li>Call Center Operations Management: 2+ years (Preferred)</li></ul>Work Location: [On-site]Apply now if you are a hands-on leader who can effectively monitor team performance, maintain operational discipline, and drive continuous improvement.Do not apply if you don't have BPO/Call center/Contact Center Experience.Pay: Rs45,000.00 - Rs60,000.00 per monthWork Location: In person

Competent Floor Manager

Position OverviewWe are looking for an enthusiastic and client-oriented Customer Service Representative (CSR) to become part of our growing team. The ideal candidate will be responsible for assisting customers, assessing their needs, and ensuring a positive customer experience throughout the claims process.Core Responsibilities<ul><li>Manage incoming and outgoing telephone calls.</li><li>Engage with clients/customers to identify concerns and gather relevant information.</li><li>Assess and confirm customer qualification based on campaign requirements.</li><li>Accurately capture and update customer details within the CRM database.</li><li>Provide clear and concise guidance regarding the claims procedure.</li><li>Arrange appointments or connect customers with legal consultants, assessors, or case specialists when necessary.</li><li>Adhere to company policies, compliance standards, and data privacy regulations.</li><li>Demonstrate professionalism, patience, and compassion when assisting vulnerable individuals.</li><li>Achieve daily, weekly, and monthly performance objectives.</li><li>Maintain detailed and accurate records of customer communications and case updates.</li></ul>Required Skills &amp; Qualifications<ul><li>Strong spoken and written communication abilities.</li><li>Excellent active listening and probing skills.</li><li>Previous experience in customer support or a call center environment is advantageous; however, fresh candidates with strong communication skills are encouraged to apply.</li><li>Ability to handle confidential and sensitive discussions with professionalism.</li><li>Proficiency in computer applications and data entry tasks.</li><li>Working knowledge of CRM platforms is preferred.</li><li>Comfortable working in a performance-driven environment.</li><li>Strong analytical thinking, problem-solving capabilities, and attention to detail.</li></ul>Performance Metrics (KPIs)<ul><li>Daily call volume handled.</li><li>Number of eligible leads generated.</li><li>Lead conversion performance.</li><li>Customer satisfaction ratings.</li><li>Accuracy of information entered and compliance with procedures.</li><li>Attendance, efficiency, and productivity measurements.</li></ul>Work Schedule<ul><li>Monday &ndash; Thursday: 1:00 PM &ndash; 10:30 PM</li><li>Friday: 2:30 PM &ndash; 9:30 PM (Half Day)</li><li>Saturday: 2:00 PM &ndash; 8:00 PM (Half Day)</li><li>Sunday: Fixed weekly off</li></ul>Important: Employees are required to arrive at the office at least 10 minutes before their scheduled shift.Employee Benefits<ul><li>Complimentary company-provided dinner</li><li>Positive and professional workplace culture</li><li>Career advancement opportunities</li><li>Pre-employment training and development</li><li>Annual leave and paid public holidays</li></ul>Employment TypeOnsite / Office-Based PositionPay: Rs30,000.00 - Rs35,000.00 per monthWork Location: In person

Customer Service Representative

About the RoleWe are looking for an experienced and results-driven Floor Manager to oversee daily operations, support team performance, and ensure the highest standards of customer service. The successful candidate will be responsible for managing advisors, monitoring productivity, providing coaching, and maintaining a positive and professional working environment.Key Responsibilities<ul><li>Supervise and support a team of Customer Service Representatives (CSRs).</li><li>Conduct daily performance assessments and provide constructive feedback to team members.</li><li>Monitor CRM activity throughout the day to ensure agents are actively engaged and adhering to productivity standards.</li><li>Track agent statuses and investigate extended periods of inactivity or time spent on pause outside of authorized breaks.</li><li>Monitor attendance, punctuality, and adherence to schedules.</li><li>Provide coaching, mentoring, and ongoing performance improvement support.</li><li>Conduct call monitoring and quality assurance reviews to ensure service and compliance standards are maintained.</li><li>Deliver induction and training sessions for new joiners, ensuring they understand company processes, systems, compliance requirements, and performance expectations.</li><li>Assist with training, and development of new and old team members.</li><li>Ensure individual and team KPIs are achieved.</li><li>Generate daily, weekly, and monthly performance reports for management.</li><li>Identify performance gaps and implement corrective action plans where necessary.</li><li>Ensure compliance with company policies, procedures, and operational guidelines.</li><li>Foster a positive, professional, and high-performance work environment.</li><li>Recommend and implement process improvements to enhance team efficiency and productivity.</li></ul>Requirements<ul><li>Previous experience in a Floor Manager, Team Leader, Supervisor, or similar leadership role.</li><li>Strong understanding of call center operations and performance management.</li><li>Experience using CRM systems and workforce monitoring tools.</li><li>Excellent leadership, communication, and coaching skills.</li><li>Strong analytical and problem-solving abilities.</li><li>Ability to manage multiple priorities in a fast-paced environment.</li><li>Proficiency in Microsoft Office and reporting tools.</li></ul>Preferred Qualifications<ul><li>Experience in customer service, lead generation, claims management, or contact center environments.</li><li>Proven ability to lead teams and achieve performance targets.</li></ul>Working Hours &amp; Schedule<ul><li>Shift Timing: 1:00 PM &ndash; 10:30 PM (Mon - Thurs)</li><li>Friday: Half day (2:30PM to 9:30PM)</li><li>Saturday: Half day (2:00PM to 8:00PM)</li><li>Sunday: Off (fixed weekly off)</li></ul>Note: Manadatory to be in the office before 10 mints of shift time.Benefits<ul><li>Company-provided meal (Dinner)</li><li>Supportive &amp; Professional work environment</li><li>Growth opportunities</li><li>Annual Leaves/Paid holidays</li></ul>Experience<ul><li>Team Leadership/Supervisory Experience: 2+ years (Preferred)</li><li>Call Center Operations Management: 2+ years (Preferred)</li></ul>Work Location: [On-site]Apply now if you are a hands-on leader who can effectively monitor team performance, maintain operational discipline, and drive continuous improvement.Do not apply if you don't have BPO/Call center/Contact Center Experience.Pay: Rs40,000.00 - Rs60,000.00 per monthWork Location: In person

Floor Manager (BPO)

Join Digital Penguin and explore 3   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Digital Penguin

About Company

Competent Floor Manager

Customer Service Representative

Floor Manager (BPO)