We are looking for a proactive and performance-driven Floor Supervisor to lead day-to-day CRM operations. The role requires driving team productivity, ensuring process adherence, maintaining service quality, and supporting agents in achieving operational and business targets.
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Supervise day-to-day floor operations and ensure smooth execution of CRM activities.
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Monitor real-time performance metrics such as Productivity, Occupancy, Conversion, AHT, Quality and Adherence.
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Conduct regular floor huddles, coaching sessions, and one-on-one feedback discussions.
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Ensure adherence to SOPs, quality standards, and compliance guidelines.
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Support agents in resolving customer escalations and operational challenges.
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Coordinate with cross-functional teams for issue resolution and process improvements.
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Track team performance and prepare daily operational report.
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Identify training needs and work on Quality and Training of agents to improve performance.
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Drive employee engagement, discipline, and attendance management.
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Support implementation of new processes, campaigns, and operational initiatives.
