Floor Manager (BPO)

About the Role

We 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

• Supervise and support a team of Customer Service Representatives (CSRs).
• Conduct daily performance assessments and provide constructive feedback to team members.
• Monitor CRM activity throughout the day to ensure agents are actively engaged and adhering to productivity standards.
• Track agent statuses and investigate extended periods of inactivity or time spent on pause outside of authorized breaks.
• Monitor attendance, punctuality, and adherence to schedules.
• Provide coaching, mentoring, and ongoing performance improvement support.
• Conduct call monitoring and quality assurance reviews to ensure service and compliance standards are maintained.
• Deliver induction and training sessions for new joiners, ensuring they understand company processes, systems, compliance requirements, and performance expectations.
• Assist with training, and development of new and old team members.
• Ensure individual and team KPIs are achieved.
• Generate daily, weekly, and monthly performance reports for management.
• Identify performance gaps and implement corrective action plans where necessary.
• Ensure compliance with company policies, procedures, and operational guidelines.
• Foster a positive, professional, and high-performance work environment.
• Recommend and implement process improvements to enhance team efficiency and productivity.

Requirements

• Previous experience in a Floor Manager, Team Leader, Supervisor, or similar leadership role.
• Strong understanding of call center operations and performance management.
• Experience using CRM systems and workforce monitoring tools.
• Excellent leadership, communication, and coaching skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office and reporting tools.

Preferred Qualifications

• Experience in customer service, lead generation, claims management, or contact center environments.
• Proven ability to lead teams and achieve performance targets.

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: Rs40,000.00 - Rs60,000.00 per month

Work Location: In person