Floor Manager

3 weeks ago

Lahore, Punjab, Pakistan Digitech Outsourcing Solution Full time

Direct message the job poster from Digitech Outsourcing Solution

Digitech Outsourcing Solution is seeking a dynamicFloor Managerwho can lead call center operations while also playing a key role inproject management. This position goes beyond managing day-to-day floor activities — it involves coordinating client projects, ensuring deliverables are met, and driving operational excellence across multiple teams.

Key Responsibilities

Operations & Floor Leadership

  • Supervise daily call center operations across inbound, outbound, chat, and email support.
  • Lead and mentor team leads, supervisors, and agents, ensuring productivity and discipline on the floor.
  • Monitor KPIs (AHT, CSAT, FRT, Resolution Rate, Attendance) and implement performance improvement plans.
  • Conduct regular floor walks, coaching sessions, and motivational huddles.
  • Act as the escalation point for client or operational issues, ensuring quick resolutions.

Project & Client Management

  • Oversee execution of client projects from initiation to completion, ensuring SLAs and deliverables are consistently met.
  • Work with cross-functional teams (QA, Training, and Workforce) to align project goals with operational execution.
  • Manage project timelines, resource allocation, and reporting to ensure smooth delivery.
  • Prepare performance reports and project updates for senior management and clients.
  • Identify risks in ongoing projects and propose actionable solutions.

Process Excellence & Continuous Improvement

  • Implement process enhancements to improve efficiency, reduce costs, and increase client satisfaction.
  • Ensure adherence to SOPs, compliance standards, and quality benchmarks.
  • Drive initiatives for automation, workflow optimization, and agent productivity.

Qualifications & Requirements

  • Bachelor's/Master's degree in Business, Management, or Project Management (PMP certification is a plus).
  • 3–4 years of BPO/Call Center experience, with at least 2+ years in a supervisory or managerial capacity.
  • Proven track record of leading large teams and managing client projects simultaneously.
  • Strong understanding of call center KPIs, workforce planning, and project lifecycles.
  • Excellent communication, leadership, and stakeholder management skills.
  • Proficiency in MS Office, CRM systems, and project management tools (e.g., Trello, Asana, MS Project).
  • Flexibility to manage rotational shifts (day/night).

What We Offer

  • Competitive market-aligned salary.
  • Exposure to multi-client, multi-project environments.
  • Growth opportunities with career paths in senior management and project leadership.
  • A collaborative, fast-paced work environment where your leadership drives impact.
  • Weekends are off

This role is ideal for leaders who can balancefloor management and project delivery, ensuring both operational discipline and client success.

Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
Job function
  • Job functionSales and Business Development
  • IndustriesOutsourcing and Offshoring Consulting

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