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Floor Manager

2 weeks ago

Lahore, Punjab, Pakistan Digitech Outsourcing Solution Full time 140,000 - 150,000 per year

About the Role

Digitech Outsourcing Solution is seeking a dynamic floor manager who can lead call center operations while also playing a key role in project 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, and 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, Workforce, IT) 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).
  • 4–6 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, and MS Project).
  • Flexibility to manage rotational shifts (day/night).

What We Offer

  • Competitive market-aligned salary.
  • Health insurance and paid leave benefits.
  • 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.

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

Job Type: Full-time

Pay: Rs140, Rs150,000.00 per month

Work Location: In person