Floor Manager – Call Center

About the role

The Floor Manager will lead real‑time operations of a busy call‑center, ensuring agents meet performance targets while delivering a high‑quality customer experience. This role combines hands‑on floor supervision, coaching, and compliance oversight.

Key responsibilities

• Oversee real‑time floor operations, monitor agent attendance, breaks and adherence using dashboards.
• Manage a team of 15‑25 agents, conduct live call monitoring, provide instant feedback and coaching to improve AHT, CSAT, calls per hour and conversion rates.
• Ensure compliance with regulatory requirements such as Do Not Call lists and maintain quality standards through call recording reviews.
• Set and track daily, weekly and monthly performance targets, prepare end‑of‑shift reports and generate performance analytics for management.
• Coordinate with IT, HR and resource mobilisation teams, escalating system issues and handling escalations from agents.

Required profile

• Proven experience managing call‑center floor operations and supervising a team of agents.
• Strong analytical mindset with ability to interpret real‑time metrics and drive performance improvements.
• Excellent communication skills to deliver coaching, conduct briefings and interact with stakeholders.
• Detail‑oriented approach to ensure compliance and accurate documentation of customer interactions.

Required skills

• Experience with CRM systems for documenting customer interactions.
• Familiarity with call‑monitoring tools and dashboard reporting.