Job Description

Job Summary:

We are looking for a

highly-driven Operations/Floor Manager

to oversee daily floor operations at our BPO facility with a

special focus on call quality assurance, agent performance, and service delivery excellence

. This leadership role demands strong floor presence, team management skills, and a deep understanding of best practices in customer experience and call handling. You will play a pivotal role in maintaining high-quality interactions across inbound/outbound campaigns and ensuring compliance with client and company standards.

Key Responsibilities:

Leadership & Floor Oversight

Supervise daily operations of the BPO floor, ensuring optimal productivity and workflow. Lead, mentor, and support team leaders and agents, promoting a culture of accountability and performance. Maintain a strong floor presence, providing real-time feedback and coaching as needed. Act as a key escalation point for operational and client-facing issues.

Call Quality Assurance

Oversee the end-to-end

quality assurance (QA)

process for voice operations, including call audits, scorecard evaluations, and performance tracking. Develop call evaluation guidelines, agent coaching plans, and improvement roadmaps. Identify patterns in agent behavior and customer feedback to drive quality-focused training and retraining sessions. Ensure 100% compliance with quality benchmarks, scripting guidelines, data protection protocols, and customer satisfaction goals. Conduct regular quality calibration sessions with training, and client teams.

Performance Management

Monitor and analyze KPIs such as

AHT, CSAT, FCR, QA Scores, Call Compliance

, and attendance. Share actionable performance insights with team leaders and senior management. Implement improvement plans for underperforming staff and recognize high achievers. Conduct periodic agent performance reviews and coach team leaders on how to lead effective feedback conversations.

Operational Excellence & Best Practices

Streamline processes, reduce inefficiencies, and implement SOPs that raise service quality and team output. Assist in resource planning, and shift management. Ensure timely reporting on performance metrics, quality trends, and incident escalations.

Training & Development

Develop, roll out, and maintain learning initiatives and skill enhancement programs. Ensure new hires and existing staff receive continuous coaching aligned with call quality and customer experience goals. Stay updated on industry standards and client expectations to guide team development accordingly.

Qualifications:

Bachelor's degree in Business, Operations, or related field (MBA is a plus). 3-5 years of BPO experience, with at least 2+ years in a QA-focused supervisory or managerial role. In-depth understanding of contact center quality assurance methodologies and customer service principles. Proven leadership skills with a track record of improving team performance and quality scores. Familiarity with QA tools, CRM platforms, call monitoring systems, and performance dashboards. Strong analytical, problem-solving, and communication skills.

Preferred Skills & Competencies:

High attention to detail and a commitment to delivering exceptional customer experiences. Ability to manage multiple projects and deadlines in a fast-paced environment. Expertise in coaching and motivating cross-functional teams. A proactive approach to identifying operational risks and improvement opportunities.

Working Conditions:

On-site role with active floor monitoring responsibilities. Rotational shifts may be required.
Job Type: Full-time

Pay: ?25,000.00 - ?49,073.68 per month

Benefits:

Health insurance
Schedule:

Monday to Friday
Supplemental Pay:

Performance bonus
Experience:

Floor Manager: 3 years (Required)
Language:

English (Required)
Location:

Sohana, Mohali, Punjab (Required)
Work Location: In person

Expected Start Date: 21/07/2025