Call Center Floor Manager/Compliance Coach

Call Center Floor Manager/Compliance Coach

Job Purpose:

Perform quality monitoring for customer communications including calls, chats, e-mails, and incident records for their team; improving quality results.



* Demonstrate the use of behavioral coaching model and deliver feedback

* Coordinate and facilitate call calibration sessions with their team

* Provide feedback to managers

* Facilitate communication and interaction between various departments

* Review data and proactively look for trends that could lead to process improvements, behavioral trends, operational efficiencies, and improvements in customer experience

* Assist management in making decisions about complex issues or patterns of issues

* Ensure that data is accurate, timely, complete, accessible, and retrievable

* Provide timely and accurate responses to emails

* Assist management with on-the-job training of new employees, as requested

* Maintain confidentiality of sensitive employee, customer, and company data without exception

* Proactively seek ways to improve information and content accuracy, perform quality assurance development testing and maintenance, and create relevant reporting

* Be the first level of customer escalation and ensure that best practices are followed

* Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; communicating expectations; planning, monitoring, enforcing policies and procedures

* Achieves call center operational objectives by contributing information and analysis to organization strategic plans and reviews; preparing and completing strategic and operations plans; developing customer interaction models; completing system audits; developing and monitoring quality assurance policies, procedures, and response methodologies.

* Meets call center objectives by estimating requirements; preparing reports; analyzing variances; initiating corrective actions.

* Plans and maintains efficient operations by designing, implementing, and evaluating call center process; developing, implementing, and monitoring policies and procedures; monitoring and analyzing telephone statistics and forecasts; adjusting staffing schedules to match call volumes; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing changes; resolving escalated problems.

* Enhances staff performance by designing, developing, presenting, and evaluating training programs.


Customer Focus, Customer Service, Telephone Skills, Developing Standards, Foster Teamwork, Giving Feedback, Managing Processes, People Management, Promoting Process Improvement, Supervision, Emphasizing Excellence


  • 100% employer paid health insurance
  • Dental insurance
  • Vision insurance
  • Paid Time Off: 6 days (48 hours) of PTO. An additional 5 days (40 hours) is granted on 1 year anniversary.
  • Company match 401(k) eligible at 1 year
  • Paid holidays

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