Floor Manager – Contact Center

About the role

The Floor Manager will oversee daily operations of the contact centre, ensuring revenue targets are met and service quality remains high. This role supports shift staff, including team leads, and resolves critical issues to keep the centre running smoothly.

Key responsibilities

• Explore new sales and revenue channels and develop business plans for all reporting units.
• Monitor and report performance nationwide (Lahore & Islamabad).
• Manage outbound dialer operations and oversee transaction monitoring and fraud control.
• Design KPIs, commission structures, and product campaigns to motivate staff.
• Organise team‑building activities, trainings and ensure the contact centre meets performance targets.
• Identify efficiency improvements and drive product development for exceptional customer service across all helplines.

Required profile

• Bachelor’s degree (minimum).
• At least 3 years of experience with Zong, specifically in a contact‑centre outbound team.
• Strong customer‑service orientation, decision‑making ability, detail‑orientation, adaptability and accountability.

Required skills

• Hands‑on expertise with contact‑centre applications/tools.

What we offer

• Opportunity to lead a high‑performing team in a fast‑growing telecom environment.
• Professional development and performance‑based incentives.