Jobs Equatorial Guinea

Call Floor Manager (Intern/Trainee)

Job Title	Call Floor Manager (Intern/Trainee)
Employer	SolarHive Energy
Adress: Country	Equatorial Guinea
Address: City	Akoga
Work type	Part-time
Expected Salary	1058937 XAF
Posting Date	Tue Jun 10 2025
End Date	Tue Jun 24 2025

Description:

We’re looking for a Call Center Supervisor who leads with empathy, listens first, and knows how to turn a support team into a community. You’ll guide a team of agents who talk to real people every day — sometimes stressed, sometimes upset, always in need of clarity. You’ll help your team stay confident under pressure, kind in their tone, and thoughtful in their solutions. You’ll help build the culture from the ground up — feedback loops, rituals, check-ins, all shaped by your leadership. You’ll provide real-time coaching, deliver constructive feedback, and celebrate wins both big and small. You’ll collaborate with ops, product, and support leads to keep feedback flowing and priorities aligned. You’ll support employee onboarding, facilitate training sessions, and ensure all team members are up to date on policies and tools. You’ll manage shift schedules, coverage gaps, and make sure no one feels overwhelmed or left behind. You’ll balance empathy with accountability and create a team that’s both kind and consistently effective. You’ll run performance huddles, one-on-ones, and team check-ins — not just to manage, but to lead.

Basic Qualifications:

• Assist with onboarding and training of new agents—ensuring they understand product knowledge, tools, tone, and internal systems.
• Handle escalated calls or complex cases with professionalism, working to turn customer concerns into solutions while modeling ideal behavior.
• Create and maintain daily, weekly, and monthly reports on agent productivity, absenteeism, and service level compliance.
• Analyze call metrics and agent dashboards using software like Five9, Talkdesk, or Zendesk to track trends and identify improvement areas.
• Collaborate with QA and training teams to reinforce best practices and update documentation or training modules as needed.

Preferred:

• Stays updated on product/service knowledge to support agents effectively.
• Understands how to maintain service-level agreements (SLAs) and handle peak periods efficiently.
• Can work with HR and upper management on recruitment, onboarding, and discipline when needed.
• Wants to grow into roles like Customer Experience Manager, Operations Lead, or Support Director.
• Experience leading a team of call center agents in a customer service or sales environment.

Benefits:

• You’ll track quality, consistency, and morale — and help your team improve across the board.
• Lead remotely or onsite in a role where your guidance directly shapes team performance and customer satisfaction.
• We’ll recognize your wins, respect your judgment, and give you the tools to lead effectively.
• You're not “just a supervisor” — you're the coach, the calm during chaos, and the reason the team shows up with confidence.
• You’ll be supported by senior leadership who understand support — not just chase volume.

You’ll make sure your team knows the “why,” not just the workflow. You’ll catch trends early — whether it’s a script issue, a product bug, or a customer pain point — and act fast. You’ll keep tools updated, workflows optimized, and your floor running smoothly even on the busiest days. You’ll use data to inform decisions, but rely on intuition and experience when the numbers don’t tell the whole story. You’ll help build a space where support doesn’t just solve problems — it creates trust. You know that great service starts with how we treat each other behind the scenes. If you’re excited to build something, coach people, and hold it all together under pressure — this role’s made for you. You’ll be the reason customers feel supported — no matter the hour, no matter the issue. If you believe that great service doesn’t sleep, and neither does great leadership — we’re ready to welcome you to the night shift.