Floor Manager

Job Title: Floor Manager

Work Type: Full-Time / Night Shift 

Department: International Voice Process

Job Summary

The Floor Manager for the International Voice Process is responsible for leading day-to-day operations on the production floor, ensuring smooth workflow, and timely delivery of high-quality workflow. The role involves managing teams, monitoring performance, resolving escalations, and supporting continuous process improvements.

Key Responsibilities

Operations & Process Management

Oversee end-to-end production activities.

Monitor real-time floor operations, ensuring optimal resource allocation and workload distribution.

Ensure compliance with IRS guidelines, client SOPs, and internal quality standards.

Track daily/weekly production metrics—TAT, productivity, accuracy, and SLA adherence.

Coordinate with Quality Review, Training, and Workflow Management teams.

Team Leadership

Lead, mentor, and supervise senior associates on the floor.

Conduct shift briefings, communicate updates, and ensure team Handle performance coaching, conflict resolution, and employee engagement.

Manage escalation calls, clarify process queries, and provide timely status updates.

Support client audits, quality meetings, and process improvement discussions.

Quality & Compliance

Review error trends, implement corrective action plans, and promote best practices.

Maintain compliance with IRS rules, confidentiality standards, and data security protocols.

Ensure implementation of process changes, new tax laws, and system enhancements.

Reporting & Documentation

Prepare and share operational reports—productivity, quality, attendance, shrinkage, and SLA performance.

Maintain documentation for process workflows, updates, and training needs.

Support preparation for peak season workforce planning and ramp-up activities.

Required Skills & Qualifications

Bachelor’s degree in Accounting, Finance, Business, or related field (CPA/EA preferred but not mandatory).

3–5 years of experience as Floor Manager; at least 1–2 years in a supervisory or team lead role.

Excellent communication and stakeholder-management skills.

Strong analytical ability, decision-making skills, and attention to detail.

Ability to work in night shifts and during peak filing seasons with extended hours.

Preferred Attributes

Experience managing large teams in a fast-paced, deadline-driven environment.

Ability to drive engagement, motivate teams, and maintain performance under pressure.