Floor Manager - Call Centre

EFU Life Assurance Ltd. is seeking a skilled Floor Manager to oversee and lead a large call centre team of 120 employees. The ideal candidate holds a minimum Bachelor's degree and possesses at least five years of relevant experience, with a strong background in telesales management. This role demands exceptional team leadership capabilities, the ability to manage performance metrics efficiently, and expertise in quality assurance to ensure high customer service standards. The Floor Manager will be responsible for maintaining a productive and positive work environment, coaching team members, and aligning team goals with organizational objectives. This position requires excellent communication and presentation skills to effectively convey expectations, provide feedback, and motivate staff in a high-pressure, fast-paced setting. Proficiency in Microsoft Office and a professional approach to confidentiality, organization, and workplace conduct are essential. The Floor Manager plays a critical role in ensuring operational excellence and continuous improvement within the call centre, directly impacting the companys sales performance and customer satisfaction.
Responsibilities

Lead, supervise, and manage a team of 120 call centre agents to deliver outstanding customer service and meet sales targets.
Monitor and evaluate team performance through regular analysis of key performance indicators and quality assurance processes.
Develop and implement performance improvement plans, coaching, and training sessions to enhance team productivity and skillsets.
Maintain a professional work environment that promotes respect, confidentiality, and effective communication among team members.
Coordinate with senior management to align call centre strategies with overall business goals and objectives.
Handle escalated customer issues promptly and efficiently while supporting frontline staff in addressing challenges.
Conduct regular team meetings and presentations to communicate updates, targets, and motivational messages.
Ensure adherence to company policies, compliance standards, and ethical practices within the call centre operations.
Manage scheduling, attendance, and workflow to optimize staffing and meet peak demand periods effectively.
Prepare reports on team performance, challenges, and achievements for senior leadership review.
Promote a culture of continuous improvement by identifying process enhancements and implementing best practices.
Support recruitment and onboarding efforts to build a high-performing team aligned with the companys values.
Foster collaborative relationships within the team to encourage knowledge sharing and a supportive workplace.