Floor Manager (Call Center)

Position: Floor Manager

Department: Customer Service

Reports To: Overall Manager/CEO & Directors

Company: Call Café Head Office (Karachi)

Job Type: Full Time. Night Shifts (Rotational)

Salary: Rs.80,000/month

The Call Café Floor Philosophy

We don’t just manage calls – we orchestrate culinary conversations where:
Every agent performs like a Michelin-starred call handler
Friday night rush hours flow like a perfectly timed kitchen brigade
Client restaurants feel our team is their own front-of-house staff

Your mission: Transform raw talent into a symphony of order-taking excellence.

Role Purpose

The Floor Manager at Call Café is responsible for the smooth day-to-day functioning of the operations floor. The role involves supervising inbound agents, ensuring they are effectively handling restaurant orders, customer queries, and upselling opportunities. The Floor Manager acts as the first line of leadership on the floor, ensuring discipline, quality, and productivity are maintained at all times. While primarily a supervisory role, the Floor Manager may also step in to handle incoming calls during peak hours or whenever additional support is required.

Key Responsibilities

1. Operational & Team Management

• Supervise and monitor the performance of all agents (Inbound) during shifts.
• Ensure agents are actively attending to their assigned restaurants and not idling during work hours.
• Review and maintain daily and weekly performance sheets for each restaurant, including:
• Upsell per restaurant.
• Service levels and call handling metrics.
• Ensure agents follow Call Café’s SOPs and respective restaurants Protocol’s for order-taking, complaint handling, and upselling.
• Take corrective actions immediately in case of performance issues or non-compliance.
• Allocate tasks and provide backup cover if an agent is on break or absent.

2. Call Handling & Customer Service

• Take incoming calls from restaurants/customers if agent load is high or coverage is required.
• Resolve escalated queries or complaints that agents are unable to handle.
• Ensure consistent service quality that builds trust and satisfaction for Call Café’s restaurant partners.

3. Monitoring & Reporting

• Prepare and submit performance reports to management, highlighting strengths, issues, and required actions.
• Track agent KPIs including adherence, upselling success, and call quality.
• Monitor and report technical issues (system slowdowns, phone line disruptions, etc.) to the IT/Admin team.

4. Training & Development

• Ensure all agents assigned to new restaurants are properly briefed and trained on restaurant-specific protocols.
• Identify training needs of agents and recommend sessions in collaboration with the Training Department.
• Conduct quick refresher briefings or huddles with teams to address gaps or reinforce best practices.

5. Discipline & Culture Building

• Enforce company policies including break times, dress code, and professional behavior on the floor.
• Motivate and guide agents to maintain a positive and professional work environment.

6. Menu & Protocol Management

• Understand & Supervise the collection and integration of menu details, promotions, and protocols into Call Café’s EPOS system.
• Approve and validate all menus and restaurant protocols before they go live.

7. Manage Outbound Feedback Team:

· Make sure team call backs customers after they have placed orders (whether directly with restaurants or via third-party platforms like Uber Eats, FoodPanda, FoodUp, etc.).

· Make sure team collects structured feedback on customer satisfaction, delivery experience, food quality, and service efficiency.

· Record and maintain responses in Call Café’s central database for performance tracking and analysis.

8. Make sure QA is doing Call Monitoring & Evaluation:

· Make sure QA is regularly monitor inbound and outbound calls to assess quality of service, communication effectiveness, product knowledge, and adherence to restaurant protocols.

9. Monitor Trainer:

· Make sure trainer is Training agents in call handling, order-taking, upselling, complaint resolution, and communication etiquette.

Key Performance Indicators (KPIs)

• Agent adherence, and discipline.
• Consistent service quality and SLA achievement.
• Number of escalations resolved on the floor.
• Growth in upselling per restaurant.
• Overall floor productivity and smooth workflow.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Management, or related field (preferred).
• 3–5 years of experience in a call center / BPO environment with at least 1–2 years in a supervisory or managerial role.
• Prior exposure to multiple departments within operations is a strong plus.
• Knowledge of Zoho CRM is a plus.
• Knowledge of 3CX is a plus.
• Knowledge of culinary & restaurant business is a plus.

Job Type: Full-time

Pay: Rs80,000.00 per month

Ability to commute/relocate:

• Karachi Shahra-E-Faisal: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Can you work rotational & night shifts?

Experience:

• Managing Call Center: 3 years (Required)

Work Location: In person