Competent Floor Manager

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

• Manage, motivate, and develop a team.
• Conduct daily floor walks and real-time performance management.
• Hold regular coaching sessions, one-to-ones, and performance reviews.
• Identify skill gaps and implement training and development plans.
• Foster a positive, accountable, and high-performance culture.
• Manage disciplinary and performance improvement processes where necessary.
• Ensure smooth day-to-day operation of all assigned teams.
• Monitor staffing levels and resource allocation to meet business demands.
• Manage real-time adherence and productivity.
• Coordinate with recruitment and training teams to support growth and onboarding.
• Implement process improvements to increase efficiency and customer satisfaction.
• Ensure all customer interactions comply with company policies and regulatory requirements.
• Work closely with Quality Assurance teams to improve standards.
• Investigate compliance breaches and implement corrective actions.
• Conduct regular audits of calls, files, and customer interactions.
• Maintain accurate documentation and reporting.
• Produce daily, weekly, and monthly performance reports.
• Analyse trends and identify opportunities for improvement.
• Track team performance against agreed KPIs.
• Present action plans for underperformance and continuous improvement.

Key Performance Indicators (KPIs)

• Team attendance rate: 95%+
• Schedule adherence: 90%+
• Conversion rate: Meet or exceed campaign target.
• Lead-to-case progression rate: Achieve agreed monthly targets.
• Team revenue/contribution targets where applicable.
• Quality assurance score: 90%+
• Compliance score: 100% mandatory compliance adherence
• Employee retention rate: 90%+
• Coaching completion: 100% monthly completion
• Performance review completion: 100% on schedule
• New starter retention (90-day period): 85%+
• Customer satisfaction score (CSAT): 85%+

Preferred Qualifications

• Minimum 3 years' experience as a Floor Manager, Operations Manager, Contact Centre Manager, or similar leadership role.
• Experience managing teams of 20–100+ staff.
• Strong understanding of performance management and coaching techniques.
• Proven ability to achieve and exceed KPIs.
• Excellent communication and stakeholder management skills.
• Strong analytical and reporting abilities.
• Experience with CRM and workforce management systems.

Working Hours & Schedule

• Shift Timing: 1:00 PM – 10:30 PM (Mon - Thurs)
• Friday: Half day (2:30PM to 9:30PM)
• Saturday: Half day (2:00PM to 8:00PM)
• Sunday: Off (fixed weekly off)

Note: Manadatory to be in the office before 10 mints of shift time.

Benefits

• Company-provided meal (Dinner)
• Supportive & Professional work environment
• Growth opportunities
• Annual Leaves/Paid holidays

Experience

• Team Leadership/Supervisory Experience: 2+ years (Preferred)
• Call Center Operations Management: 2+ years (Preferred)

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 month

Work Location: In person