Floor Manager – Healthcare Contact Center / BPO Operations

Company: Jeena Sikho Lifecare Limited (HiiMS)

Department: Contact Center / BPO Operations

Experience: 8–10+ Years

Salary: Up to ₹70,000 per month

Industry Preference: BPO / Contact Center; Healthcare experience preferred

Employment Type: Full time

Role Overview

Jeena Sikho Lifecare Limited is looking for an experienced Floor Manager to manage day-to-day contact center operations, drive team productivity, maintain service quality, and ensure achievement of operational and business targets.

The ideal candidate should have a strong BPO/Contact Center background with experience managing large teams, Team Leaders and floor operations. Candidates with experience in Healthcare, Hospital, Health-Tech, Telemedicine or Healthcare Contact Centers will be preferred.

Key Responsibilities

- Manage end-to-end floor operations of the contact center/BPO team.
- Lead and supervise Team Leaders, Executives/Agents and support teams.
- Ensure achievement of daily, weekly and monthly call, conversion, productivity and service targets.
- Monitor key operational KPIs including AHT, SLA, adherence, occupancy, conversion, productivity, quality and attendance.
- Conduct regular floor reviews, huddles and performance meetings with Team Leaders.
- Monitor live calls and customer interactions to maintain quality and communication standards.
- Identify performance gaps and coordinate coaching, training and performance improvement plans.
- Manage manpower allocation, roster planning,



shift adherence and floor discipline.
- Handle escalated customer/patient queries and ensure timely resolution.
- Work closely with Quality, Training, HR, MIS and other departments for smooth operations.
- Analyse MIS and performance reports and take corrective action wherever required.
- Drive a target-oriented and high-performance culture while maintaining customer/patient experience.
- Ensure adherence to company SOPs, processes and compliance requirements.

Candidate Requirements

- 8–10+ years of experience in BPO / Contact Center operations.
- Strong experience in floor management and people management is mandatory.
- Should have managed Team Leaders and sizable calling teams.
- Strong understanding of contact center KPIs and performance management.
- Experience in inbound/outbound calling, sales, lead conversion or customer service operations
- Excellent leadership, communication, analytical and escalation-handling skills.
- Ability to work in a fast-paced and target-driven environment.
- Healthcare/Hospital/Health-Tech BPO experience will be an added advantage.

Preferred Candidate

Candidates currently working as

Floor Manager | Operations Manager | Assistant Manager – Operations | Contact Center Manager | BPO Operations Manager with strong hands-on experience managing contact center floor operations will be preferred.

Compensation: Up to ₹70,000 per month, depending upon experience, current compensation and interview assessment.

📌 Floor Operations Manager – BPO (Chandigarh)
🏢 JEENA SIKHO LIFECARE
📍 Chandigarh