Floor Supervisor (Call Center)

We are seeking an experienced and results-driven Floor Supervisor to lead our operations and drive team performance. The ideal candidate will be responsible for managing daily call center activities, leading Team Leads and Sales Representatives, improving operational efficiency, and ensuring the achievement of sales and performance targets.

Key Responsibilities:

• Oversee the day-to-day operations of the call center to ensure maximum productivity and service quality.
• Lead, mentor, and manage Team Leads and Sales Representatives to achieve individual and team KPIs.
• Develop and implement strategies to improve sales performance, conversion rates, and operational efficiency.
• Monitor campaign performance and analyze key metrics to identify areas for improvement.
• Conduct regular coaching sessions, performance evaluations, and training programs.
• Ensure compliance with company policies, campaign guidelines, and quality standards.
• Prepare daily, weekly, and monthly performance reports for senior management.
• Resolve escalated customer concerns and operational issues in a timely manner.
• Collaborate with HR, Recruitment, and Training teams to support hiring, onboarding, and employee development.
• Foster a positive, high-performance work environment that promotes accountability and continuous improvement.

Requirements:

• Bachelor's degree in Business Administration, Management, Marketing, or a related field.
• 3-4 years of experience in a call center environment, including 1+ years in a managerial role.
• Proven experience managing local sales campaigns and achieving operational targets.
• Strong leadership, coaching, and team management skills.
• Excellent communication, decision-making, and problem-solving abilities.
• Proficiency in performance reporting, Microsoft Office, and CRM systems.
• Ability to work under pressure and manage multiple campaigns simultaneously.
• Results-oriented with a strong focus on team development and business growth.

Work Location: In person