Floor Supervisor (Call Center)

We are looking for an experienced and results-oriented Floor Supervisor to lead and manage daily operations within our call center. This role involves overseeing Team Leads and Sales Representatives to ensure high productivity, operational efficiency, and the consistent achievement of sales and performance targets. The ideal candidate will play a key role in driving team performance, improving conversion rates, and maintaining service quality in a fast-paced environment.

Key Responsibilities:
- Oversee daily call center operations to maximize productivity and maintain service quality standards.
- Lead, mentor, and manage Team Leads and Sales Representatives to meet individual and team KPIs.
- Develop and implement strategies aimed at enhancing sales performance, conversion rates, and operational efficiency.
- Monitor campaign performance by analyzing key metrics and identifying opportunities for improvement.
- Conduct regular coaching sessions, performance evaluations, and training programs to support team development.
- Ensure compliance with company policies, campaign guidelines, and quality standards.
- Prepare detailed 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.
- Foster a positive and high-performance work environment that encourages accountability and continuous improvement.

Required Qualifications:
- Bachelor’s degree in Business Administration, Management, Marketing, or a related field.
- 3 to 4 years of experience in a call center environment, including at least 1 year in a managerial or supervisory role.
- Proven track record of managing local sales campaigns and consistently meeting operational targets.
- Strong leadership skills with the ability to coach and manage teams effectively.
- Excellent communication, decision-making, and problem-solving capabilities.
- Proficiency in performance reporting tools, Microsoft Office applications, and CRM systems.
- Ability to work efficiently 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 worksite.

This role offers an excellent opportunity for a motivated individual to contribute to a dynamic team and make a significant impact on operational success and sales growth. If you are a proactive leader with a passion for driving results and developing teams, we encourage you to apply.