Floor Manager - Call Center

About the role

Floor Manager - Call Center at an international child-focused humanitarian organization with 75 years of experience, operating in nearly 100 countries to help vulnerable children overcome poverty. Based in Chennai, India, this full-time, fixed-term local role oversees real-time shift-level floor operations, supervises 15-25 outbound call center agents, drives daily performance metrics, and coaches the team to sustain and increase donor giving. The manager handles escalations, ensures compliance and quality, coordinates with resource mobilization and IT teams, and prepares end-of-shift and performance reports.

What you’ll do

• Oversee shift-level operations, agent attendance, and adherence using dashboards; take immediate action on high AHT and manage breaks, lunches, and aux time to ensure optimal staffing.
• Handle real-time escalations from agents and support floor queries.
• Supervise a team of 15-25 call center agents; conduct live call monitoring and provide instant feedback/coaching.
• Drive daily metrics: AHT, CSAT, calls per hour, conversion rate, and schedule adherence; run shift huddles, briefings, and motivation sessions.
• Ensure strict adherence to regulatory compliance (e.g., Do Not Call lists) and monitor call recordings to maintain quality standards and scripts.
• Set daily, weekly, and monthly targets and drive the team to meet or exceed business requirements.
• Maintain floor discipline, track absenteeism and tardiness, flag issues to vendor HR/client, and prepare end-of-shift reports on performance, gaps, and incidents.
• Act as first point of contact between agents and resource mobilization teams; escalate IT/system issues impacting floor productivity.

What you’ll bring

• Minimum of 3 years in a call center with at least a year in a supervisory role.
• Any Master’s degree.
• Outbound call center experience.
• Advanced Microsoft Excel.
• Ability to identify performance trends and create performance dashboards.
• Strong interpersonal skills and ability to work across cultures.
• Ability to effectively communicate with different functions and levels in the organisation.
• Excellent analytical, creative, and innovative approach to solving problems.

Skills

Benefits

Compensation upto 8 LPA

Education

Any Master’s degree