Floor Manager / Performance Coach at Money in Minutes

Role Overview

We are seeking an outgoing, friendly, and firm Floor Manager & Performance Coach to join our Nigeria operations team. The ideal candidate will thrive on developing people, driving performance, and maintaining energy on the operations floor.

You will be responsible for coaching, motivating, and supervising contact centre agents who support our UK clients within the financial services space. This is a highly interactive role that requires spending significant time on the floor — listening to calls, identifying coaching opportunities, and inspiring team members to perform at their best.

The successful candidate will play a pivotal role in embedding company values, maintaining professional standards, and cultivating a high-performance culture through consistent communication, appreciation, and leadership.

Key Responsibilities

• Provide daily leadership and motivation on the operations floor, ensuring delivery of performance standards aligned with company and client expectations
• Spend significant time listening to live and recorded calls to identify development opportunities and deliver real-time feedback
• Coach, mentor, and motivate agents to achieve personal and team KPIs, creating a positive and performance-driven atmosphere
• Design and deliver engaging training sessions, refreshers, and performance workshops to a high professional standard
• Develop and implement creative incentive and recognition programmes, especially during the final working week of each month
• Identify individual and team development needs, supporting continuous learning and improvement
• Reinforce company values, processes, and client culture, consistently demonstrating what "good" looks like
• Monitor team performance, prepare reports, and communicate insights and recommendations to management
• Partner with Team Leaders, QA, and HR to create a consistent, accountable, and supportive working environment