Floor Manager

About the role

The Floor Manager leads a team of agents in a high‑volume call centre, ensuring sales targets are met while maintaining excellent customer service standards. This role combines performance coaching, operational oversight and compliance management to drive both productivity and quality.

Key responsibilities

• Conduct daily huddles to communicate targets, priorities and performance metrics.
• Monitor individual and team KPIs such as sales, conversion rates, productivity and adherence, and implement action plans to close gaps.
• Coach team leaders and agents, providing feedback and development plans to improve performance.
• Oversee call quality, service levels and operational metrics, resolving escalated customer issues promptly.
• Ensure compliance with insurance regulations, company policies and internal controls.
• Analyse sales and operational trends using MIS reports and present recommendations to management.
• Identify training needs, deliver regular coaching sessions and recognise high performers.
• Drive process improvements to enhance efficiency and customer satisfaction.

Required profile

• Proven experience in managing call‑centre teams or similar high‑tempo environments.
• Strong analytical mindset with ability to interpret KPI data and drive corrective actions.
• Excellent communication and coaching skills.
• Detail‑oriented approach to compliance and quality standards.
• Ability to work under pressure and meet sales targets.

Required skills