Floor Manager - Call Center

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 31,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Employee Contract Type:

Job Description:

Key Deliverables:

• Real-Time Floor Management: Oversee shift-level operations, agent attendance, and adherence using dashboards.  Take immediate action on, high AHT,  Manage breaks, lunches, and aux time to ensure optimal staffing levels.  Handle real-time escalations from agents and support floor queries. 

• Team Performance & Coaching: Supervise a team of 15-25 call center agents on the floor.  Conduct live call monitoring and provide instant feedback/coaching.  Drive daily metrics: AHT, CSAT, calls per hour, conversion rate, Schedule Adherence.  Run shift huddles, briefings on process updates, and motivation sessions.  Identify performance gaps and design targeted coaching plans.

• Quality Assurance & Compliance: Ensure strict adherence to regulatory compliance (like Do Not Call lists), Monitor call recordings to maintain quality standards and scripts. Ensure accurate documentation of all customer interactions in the CRM

• Target Management: Set daily, weekly, and monthly targets and drive the team to meet or exceed business requirements.

• Operational Discipline:  Ensure agents follow process, scripts, and compliance guidelines.  Track absenteeism, tardiness, and flag issues to vendor HR/client.  Maintain floor discipline, energy, and a customer-first culture.  Prepare end-of-shift reports on performance, gaps, and incidents. 

• Reporting: Generate performance reports for management to identify trends and areas for improvement

• Stakeholder Coordination:  Act as first point of contact between agents and rest of the resource mobilization teams.  Escalate IT/system issues impacting floor productivity. 

Sustained & Increased Donor Giving        

·       Monthly tele calling team targets are getting achieved (Min 85% of the desired monthly income target)

·       100% reminders through Email, WhatsApp &SMS are sent to the partners as per the timelines

·       Call volume, contact rate -The percentage of calls that successfully connect to the sponsors

·       Conversion rate per day -The percentage of contribution received against the total completed calls.

·       Auto pay conversions

Online transaction conversion metrics    

·       Ratio of Successful transaction verses failed transaction

·       The percentage of payment initiated, successfully completed by the sponsor with the agent's assistance.      

Floor Operations and workforce management    

·       Make roster plans for the team to keep the work going undisturbed even during weekends

·       Occupancy rate/ Adherence - The percentage of time agents spend on calls against the idle time & break time

·       Attendance, overseeing staffing, late reporting & turnover

Quality & Customized Communication     

·       Allocating calls based on the process and prioritize for calling

·       Call monitoring/ call audits, evaluating, script adherence and feedback

·       Team meeting, grievance redressed at periodical intervals

Team Building, Training & Development  

·       New callers orientation done within a week and placed them in the process – gradually increasing their workflow

·       Effective training programs build confidence and decreases turnover and ensures performance

·       Soft skill training

Skills

• undefined
• Creative and Problem solving skills
• Building Collaboration
• Strategic Thinking
• Good communication
• Mentoring
• undefined

Knowledge & Qualifications

• Outbound call center experience
• Any Master’s degree
• Advanced Microsoft Excel
• Identify performance trends and create performance dashboards
• Excellent analytical, creative, and innovative approach to solving problems. Critical thinking and capability of generating consistently accurate and useful information to inform strategic planning and decisions
• Strong interpersonal skills, ability to work across cultures, demonstrated experience of influence of non-reporting relationships and authority
• Ability to effectively communicate with different functions and levels in the organisation.

Experience

• Minimum of 3 years in a call center with at least a year in a supervisory role.
• Prior experience in handling Outbound sales call center

Compensation upto 8 LPA

Applicant Types Accepted: