Floor Supervisor OPSD: 001

Closing Date: 
Friday, 30 October, 2020
Job Category: 
Customer Service
Job Location: 

Job Responsibilities

  • Coordinating with the Operations Manager to ensure that the hiring and training of agents is done accordingly in order to meet clients SLA’s.
  • Ensuring agents and team leaders understand and comply with all the company’s Operations Department objectives, performance standards, and policies.
  • Monitoring and evaluating agent and team leader performance
  • Drives continuous improvement through trend reporting analysis and metrics management
  • Manage a team of call center agents.
  • Manage by walking around. Be visible to answer questions.
  • Take calls that your agents can’t handle and be available when an agent appears to need assistance.
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Minimum Education or Qualifications: 
    • A Diploma or Degree in Operations Management, Business Management or any related field.
Key Skills and Experience: 
    • A minimum of 3 years in a  call center environment  with  experience in collections/sales/customer service
    • 1 year supervisory experience required
Application Instructions: 

Suitable candidates must email their CVs, academic records, and 3 references to recruitment@directbpo.co.bw or send the documents through post to:


 The HR and Administration Manager

Direct BPO

P/Bag 419