Floor Manager – US Healthcare & Insurance Operations (Medicare, ACA & Final Expense)

We are seeking a highly experienced and results-driven Floor Manager to oversee the day-to-day operations of our high-volume outbound campaigns. With a minimum of 5 years of experience in the international BPO sector, specifically within the US Medicare, ACA, and Final Expense verticals, you will be the backbone of our floor operations. You will be responsible for driving team performance, optimizing operational efficiency, and maintaining the highest standards of compliance and quality across all campaigns.

Key Responsibilities

• Operational Leadership: Manage and mentor a large team of agents and supervisors, fostering a high-performance culture focused on daily lead generation and transfer targets.
• Performance Optimization: Analyze real-time campaign metrics, agent conversion rates, and dialer performance to implement strategies that maximize ROI and output.
• Quality & Compliance Oversight: Enforce strict adherence to federal telemarketing regulations (DNC, TCPA, etc.) and internal QA policies; conduct regular audits to ensure script accuracy and professional standards.
• Training & Development: Design and implement coaching initiatives to upskill new hires and enhance the performance of underperforming agents.
• Resource Management: Coordinate with IT and support teams to resolve VOIP/dialer connectivity issues and maintain seamless operational flow.
• Strategic Reporting: Provide senior management with daily, weekly, and monthly performance reports, identifying trends and recommending operational improvements.

Candidate Requirements

• Experience: A minimum of 5 years of progressive experience in international call center operations, with at least 2–3 years in a Managerial or Floor Manager capacity.
• Domain Expertise: Comprehensive, hands-on knowledge of the US Healthcare landscape, specifically Medicare Advantage, ACA, and Final Expense campaigns.
• Leadership Skills: Proven ability to manage large teams, resolve personnel conflicts, and maintain high morale in a fast-paced, night-shift environment.
• Technical Proficiency: Advanced understanding of predictive dialer software (e.g., Convoso), CRM lead management, and data reporting tools.
• Analytical Mindset: Excellent problem-solving skills with a focus on data-driven decision-making.
• Communication: Exceptional English verbal and written communication skills.
• Availability: Must be able to work the full US-aligned night shift.

Why Join Wave Leads Network?

• Competitive Compensation: A premium salary package commensurate with your extensive experience.
• Leadership Impact: Play a pivotal role in scaling our operations and shaping the future of our healthcare campaigns.
• Growth: An opportunity to influence organizational strategy and grow within a rapidly expanding company.
• Environment: A professional, supportive, and results-oriented workplace located in the heart of Commercial Market, Rawalpindi.

Pay: Rs100,000.00 - Rs120,000.00 per month

Work Location: In person