
Floor Manager
3 weeks ago
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 typeFull-time
- Job functionSales and Business Development
- IndustriesOutsourcing and Offshoring Consulting
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