BPO Floor Lead

Job Description

Cognize ITES is hiring a BPO Floor Lead to oversee daily operational activities, manage team performance, and ensure the achievement of service delivery targets. The role involves monitoring workflow, coaching team members, resolving operational challenges, and maintaining high productivity levels. Candidates should demonstrate strong leadership, communication, and decision-making skills. This position is responsible for driving operational excellence while fostering a positive and collaborative work environment.

Key Responsibilities
Supervise daily floor operations and ensure smooth workflow.
Monitor team performance against productivity and quality targets.
Provide coaching, mentoring, and performance feedback to team members.
Manage attendance, schedules, and workforce allocation.
Resolve customer escalations and operational issues promptly.
Coordinate with quality, training, and support teams for process improvements.
Prepare operational reports and present performance updates to management.
Ensure compliance with company policies, SLAs, and client requirements.