Executive Floor Manager – BPO Operations

About the role

PTCL is seeking an Executive Floor Manager to lead day‑to‑day BPO floor operations. You will ensure that service level agreements (SLAs) and key performance indicators (KPIs) are consistently met while driving continuous improvement across the call centre.

Key responsibilities

• Manage traffic, resources and shift schedules to achieve SLA and KPI targets.
• Act as the central coordination point between internal stakeholders and BPO clients, handling client communications and reducing operational complaints.
• Monitor staff performance through mystery and HCM calls, optimizing occupancy, adherence, quality and retention.
• Provide coaching, feedback and counselling based on performance scorecards and customer feedback.
• Oversee daily call‑center operations, including agent performance, workplace discipline and resolution of administrative/IT issues.
• Conduct regular briefings, training sessions and reinforce company policies and improvement areas.

Required profile

• Minimum Bachelor’s degree.
• Experience in BPO, call‑center or customer‑handling environments preferred.
• Competencies in data analysis & reporting, process improvement, quality assurance and SLA/KPI management.

Required skills

What we offer

• Family‑centric policies including 6‑month maternity and 30‑day paternity leave.
• Hybrid work model for a balanced career.