Floor Manager

Ethica Resolve CC is a leading Nigerian-based contact centre supporting UK and global clients within the financial services sector. We are part of the Ethica Group — a values-driven organisation focused on ethical collections, customer experience excellence, and developing talent across borders.

At Ethica, we believe in treating customers fairly, empowering our people, and creating an environment where great performance is recognised and celebrated.

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 Ethica's 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 Ethica's 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 Ethica's 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 Ethica's 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 work environment.

Skills:

• Exceptional
  communication and interpersonal
  skills.
• Strong
  listening, empathy, and appreciation
  for people's efforts.
• Proven
  coaching and mentoring
  skills that lead to measurable improvement.
• Confident
  trainer and facilitator
  , with the ability to prepare materials and deliver sessions to a high standard.
• Energetic, motivational, and capable of sustaining enthusiasm across teams.
• Process-driven mindset with attention to detail and consistency.
• Balanced leadership style — friendly, approachable, yet firm and performance-focused.
• Experience in financial services, customer service, or debt collection is an advantage but not essential. What matters most is the ability to inspire and get the best out of people.

Qualification Requirement:

• Bachelor's degree or equivalent experience in Business, Communication, or a related field.
• Minimum of
  3 years' experience
  in team leadership, or coaching role.
• Demonstrated experience in
  staff motivation, performance coaching, or training delivery
  .

Location
: Lekki, Lagos

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