Jobs Rwanda

Call Floor Manager (Entry-level Employee)

Job Title	Call Floor Manager (Entry-level Employee)
Employer	Nomadic Road
Adress: Country	Rwanda
Address: City	Ruhengeri
Work type	Part-time
Expected Salary	1680439 RWF
Posting Date	Wed Jun 18 2025
End Date	Sun Jul 06 2025

Description:

We’re hiring a Call Center Supervisor for the night shift — someone who stays sharp, steady, and dependable when the lights are low and the volume is high. You’ll be responsible for overseeing a team of agents, ensuring adherence to performance metrics and customer satisfaction standards. You’ll lead by example — jumping in when needed, staying calm under pressure, and making sure your team feels supported. You’ll coordinate schedules, manage shift coverage, and ensure service levels are met at all times. You’ll provide real-time coaching, deliver constructive feedback, and celebrate wins both big and small. You’ll manage handoffs between shifts, making sure everything is logged, documented, and ready for the next crew. You’ll be the first to notice a script that doesn’t work, a system that slows agents down, or a bug that causes five tickets a day. You’ll jump in on tough calls, lead from the front, and show what calm, focused support really looks like. You’ll conduct regular one-on-one sessions, coaching conversations, and structured performance evaluations. You’ll maintain documentation on agent performance, attendance, and disciplinary actions in a confidential and consistent manner.

Basic Qualifications:

• Monitor real-time call queues and reassign resources or redistribute workload to ensure consistent service levels.
• Oversee day-to-day operations of the call center floor—monitoring team performance, managing shift schedules, and resolving escalations in real time.
• Identify knowledge gaps, tool limitations, or system bugs and coordinate with IT, product, or operations teams to resolve.
• Ensure all team members follow company protocols, scripts, and customer service standards across inbound, outbound, and chat channels.
• Handle escalated calls or complex cases with professionalism, working to turn customer concerns into solutions while modeling ideal behavior.

Preferred:

• Comfortable creating schedules, managing shifts, and ensuring adequate team coverage.
• Enjoys coaching others, solving problems, and creating a strong team culture.
• Background or interest in customer service leadership, team operations, or support strategy.
• Can prepare reports, track KPIs, and present insights to management regularly.
• Able to balance daily operations with long-term team development and improvement goals.

Benefits:

• If something’s broken — you’re part of the solution, not just the escalation ladder.
• Flexible shifts and autonomy to manage schedules, workloads, and live support coverage.
• We believe in sustainable performance — not burnout, blame, or pressure without support.
• You’ll track quality, consistency, and morale — and help your team improve across the board.
• And yes, we’ll celebrate your impact — not just with numbers, but with trust.

You’ll collaborate with QA and training to make sure your people have the tools and confidence they need. You’ll lead by example — demonstrating punctuality, professionalism, and customer-centric behavior every shift. You’ll ensure compliance with procedures even when no one’s watching — because that’s what professionals do. You’ll use data to inform decisions, but rely on intuition and experience when the numbers don’t tell the whole story. You’ll represent your team to leadership — with clear data, honest insights, and solutions, not just problems. You’ll help shape a customer support culture that’s fast, friendly, and always aiming higher. If you believe leadership is about presence, clarity, and care — we want you leading this team. 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.