Floor Manager - BPO

Key Responsibilities:

• Oversee day-to-day activities of call center agents on the floor
• Ensure adherence to KPIs such as call handling time, quality scores, and productivity targets
• Monitor live calls and provide real-time feedback to agents
• Manage team performance, attendance, and discipline
• Coordinate with team leaders and quality analysts to improve service delivery
• Handle escalations from customers or agents when needed
• Conduct briefings, coaching sessions, and performance reviews
• Ensure compliance with company policies and client requirements
• Maintain workflow balance to avoid service delays or overload
• Prepare and share daily/weekly performance reports with management

Skills & Requirements:

• Strong leadership and team management skills
• Strong English communication skills (listening and speaking) and problem-solving abilities
• Experience in a BPO or call center environment (usually 2–5 years)
• Ability to handle pressure and multiple teams simultaneously
• Basic computer and reporting skills (Excel, CRM tools)

Education:

• Bachelor’s degree preferred
• 30–35 years preferred

Working Hours & Schedule

• Shift Timing: 1:00 PM – 10:30 PM (Mon - Thurs)
• Friday: Half day
• Saturday: Mostly off (occasional half day if required)
• Sunday: Off (fixed weekly off)

Benefits

• Company-provided meal
• Supportive work environment
• Growth opportunities
• Annual Leaves/Paid holidays

Job Type:

• Office Based (Onsite)

Job Type: Full-time

Pay: Rs60,000.00 - Rs80,000.00 per month

Work Location: In person