Call Center Floor Supervisor

We are looking for an experienced and results-oriented Floor Supervisor to oversee daily call center operations and lead a dynamic team of Team Leads and Sales Representatives. The successful candidate will be responsible for driving team performance, enhancing operational efficiency, and ensuring that sales and performance targets are consistently met. This role requires strong leadership skills, a hands-on approach to managing campaigns, and the ability to foster a positive and productive work environment.

Key Responsibilities:
- Oversee the daily operations of the call center to maximize productivity and maintain high service quality.
- Lead, mentor, and manage Team Leads and Sales Representatives to meet both individual and team KPIs.
- Develop and execute strategies aimed at improving sales performance, conversion rates, and overall operational efficiency.
- Monitor campaign performance closely and analyze key metrics to identify opportunities for improvement.
- Conduct regular coaching sessions, performance evaluations, and training programs to support team development.
- Ensure strict compliance with company policies, campaign guidelines, and quality standards.
- Prepare comprehensive daily, weekly, and monthly performance reports for senior management review.
- Address and resolve escalated customer concerns and operational issues promptly.
- Collaborate with HR, Recruitment, and Training departments to support hiring, onboarding, and ongoing employee development.
- Promote a positive, accountable, and high-performance work culture that encourages continuous improvement.

Required Qualifications:
- Bachelor’s degree in Business Administration, Management, Marketing, or a related discipline.
- 3 to 4 years of experience in a call center environment, including at least 1 year in a supervisory or managerial role.
- Demonstrated success in managing local sales campaigns and achieving operational targets.
- Strong leadership abilities with proven skills in coaching and team management.
- Excellent communication, decision-making, and problem-solving skills.
- Proficiency in performance reporting tools, Microsoft Office applications, and CRM systems.
- Ability to perform effectively under pressure while managing multiple campaigns simultaneously.
- Results-driven mindset with a focus on team development and business growth.

Work Location:
This position requires in-person attendance at the designated office location.

This role offers an excellent opportunity for a motivated leader to contribute to a thriving call center environment while advancing their career in operations management. If you are passionate about driving team success and operational excellence, we encourage you to apply.