Floor Supervisor

Job Description

The Floor Supervisor is responsible for monitoring daily operational activities, supervising customer service teams, and ensuring productivity targets are achieved. The role involves guiding team members, maintaining service quality, resolving escalated issues, and preparing operational reports. The supervisor plays a critical role in improving team performance through coaching and continuous monitoring. Strong leadership and operational management skills are essential for this position.

Key Responsibilities
Supervise daily operations of customer service teams.
Monitor agent productivity and attendance.
Ensure compliance with quality standards.
Resolve customer escalations efficiently.
Conduct team briefings and performance reviews.
Prepare operational performance reports.
Train and mentor new employees.
Coordinate with management to improve operational efficiency.