Floor Manager

Job Title: BPO Floor Manager

Location: Naraina Industrial Area Phase 2, New Delhi

Salary: Up to ₹35,000/month

Employment Type: Full-Time

Job Overview:We are seeking a dynamic and experienced BPO Floor Manager to oversee day-to-day operations on the floor, ensuring smooth execution of processes, driving performance, and maintaining a productive and positive work environment. The ideal candidate will be responsible for managing a team of customer service representatives (CSRs), ensuring adherence to company policies, and achieving client satisfaction goals.

• Key Responsibilities:Floor Management: Supervise and manage the daily operations on the floor, ensuring smooth functioning of all activities.
• Team Leadership: Lead and motivate a team of customer service agents, monitoring their performance and providing regular feedback to improve quality and efficiency.
• Performance Monitoring: Track KPIs such as average handling time (AHT), first call resolution (FCR), and customer satisfaction scores to meet and exceed targets.
• Training & Development: Ensure continuous development of agents through ongoing training, coaching, and performance reviews.
• Shift Management: Manage shift schedules, ensure optimal staffing, and maintain service levels.
• Quality Assurance: Conduct regular audits to ensure quality standards are met, resolving any discrepancies promptly.
• Client Interaction: Maintain positive relationships with clients, addressing concerns and ensuring client requirements are met efficiently.
• Problem Resolution: Handle escalations and resolve customer issues or complaints in a timely and professional manner.
• Reporting: Prepare daily/weekly/monthly reports on floor performance, agent productivity, and other relevant metrics for senior management.
• Skills & Qualifications:Proven experience in a BPO environment, with at least 2-3 years in a floor management role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle high-pressure situations and manage multiple priorities.
• Knowledge of BPO processes, systems, and KPIs.
• Good analytical and problem-solving abilities.
• Strong MS Office skills (Excel, Word, PowerPoint).
• Willingness to work in rotational shifts.
• Education & Experience:Graduation or equivalent (preferred).
• 2-3 years of experience in BPO/Customer Service, with a minimum of 1 year in a managerial role.