Floor Manager - Call Center
Core
Oversee shift-level operations for a team of 15-25 agents in an outbound call center focused on donor fundraising and online transaction conversion for vulnerable children.
Role type
Floor Manager (Call Center Operations)
Builds
Daily call volumes, donor contributions, and successful online payment transactions
Domain
Non-profit / Social Impact / Fundraising
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Outbound call center operations, team supervision (15-25 agents), real-time floor management, quality assurance, regulatory compliance, roster planning, performance reporting, stakeholder coordination
Preferred skills
Creative problem solving, strategic thinking, mentoring, cross-cultural communication, advanced analytical skills
Technologies
Microsoft Excel, CRM systems, dashboards
Responsibilities
Manage real-time shift operations including attendance, breaks, and escalations; conduct live call monitoring and provide instant coaching; ensure adherence to scripts and regulatory compliance (e.g., Do Not Call lists); set and drive daily/weekly/monthly targets for calls and conversions; generate performance reports and identify trends; coordinate with resource mobilization teams and escalate IT issues; manage new hire orientation and training programs
Seniority
Mid-level, hands-on IC
