Job Summary
The Floor Manager provides day-to-day leadership and operational oversight for Team Leads, ensuring effective workflow distribution, performance reporting, and clear communication across departments. This role partners closely with Quality Assurance (QA), Performance Development, Client Relations, IT, and Senior Operations leadership to support service excellence, operational consistency, and continuous improvement in a fast-paced call center environment.
Essential Duties and Responsibilities
The responsibilities listed below reflect the primary expectations of the role but are not intended to be all-inclusive.
Operational Leadership
Coordinate and oversee daily workflows to ensure work is completed accurately, compliantly, and within established timelines.
Support Team Leads with daily operational issues, production challenges, and escalations.
Monitor performance metrics and conduct regular KPI reviews for Team Leads.
Adhere to weekly reporting requirements and ensure timely, accurate data submission.
Participate in the development, implementation, and refinement of call center processes, systems, and workflow improvements.
Partner with IT to identify, test, and implement system enhancements and technical solutions.
Respond to client and Team Lead inquiries related to processes, workflows, and account-specific protocols.
People Leadership & Development
Provide direct supervision and leadership to Team Leads (typically 5–10, based on business needs).
Train, coach, motivate, and develop Team Leads to drive performance, engagement, and accountability.
Conduct 90-day and annual performance reviews for Team Leads, including documentation and feedback.
Identify training needs and collaborate on process improvements and development initiatives.
Partner with Senior Operations Management and HR on hiring decisions, performance management, retention efforts, and professional development initiatives.
Additional Responsibilities
Support operational needs including overtime with little or no notice, as required.
Maintain consistent and punctual attendance.
Demonstrate professionalism, accountability, and openness to constructive feedback.
Perform other duties as assigned based on department, client, or company needs.
Supervisory Responsibilities
Directly manages and provides leadership oversight to a team of Team Leads (approximately 5–10).
Education and Experience
Associate’s Degree in Business Administration or a related field (or equivalent experience).
Minimum of 2–5 years of experience in a healthcare-related or contact center environment.
Prior leadership or supervisory experience preferred.
Knowledge, Skills, and Abilities
Strong written, verbal, and interpersonal communication skills.
Ability to collaborate effectively with cross-functional teams.
Proven time management skills with the ability to prioritize multiple tasks in a dynamic environment.
Highly organized with strong attention to detail and follow-through.
Demonstrated ability to coach, motivate, and develop leaders.
Team-oriented mindset with a commitment to service excellence.
Ability to remain flexible, adaptable, and calm under pressure.
Physical Requirements
Ability to sit for extended periods.
Frequent use of hands for keyboarding and operating office equipment.
Ability to communicate effectively via phone and video conferencing.
Occasional standing, walking, stooping, kneeling, or crouching.
Work Environment
Fast-paced, metrics-driven call center environment.
Ability to maintain professional relationships with individuals of varying personalities and communication styles.
Adaptability to change and ability to manage stress effectively.
Remote Work Requirements
Maintain a distraction- and noise-free workspace.
Calls and meetings must be conducted in a professional environment free of background noise.
Camera use required for meetings and trainings.
Dress code: Business casual for Team Leads and Floor Managers, per company policy.
Disclaimer:
This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications. It may be modified at any time based on department, client, or company needs.
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