floor supervisor

Job Description

A customer service supervisor is responsible for overseeing a team of customer service representatives, providing guidance and support, and ensuring quality customer interactions.

Duties and Responsibilities

• Monitor customer service representative performance and provide feedback.
• Assist customer service representatives with complex customer inquiries or complaints.
• Ensure adherence to company policies and procedures.
• Conduct quality assurance checks on customer interactions.
• Provide coaching and training to customer service representatives.
• Collaborate with customer service manager to develop team goals and objectives.
• Participate in the hiring and onboarding of new customer service representatives.
• Resolve customer complaints that cannot be handled by customer service representatives.
• Analyze customer feedback and identify trends or areas for improvement.
• Maintain accurate and up-to-date customer records.
• Participate in cross-functional projects to improve customer experience.
• Maintain a positive and professional work environment.
• Escalate complex issues to customer service manager or other departments as needed.
• Contribute to the development and implementation of customer service policies and procedures.
• Stay current on industry best practices and trends.
• Contribute to continuous improvement initiatives.

Floor Supervisor – Key Requirements

1. Education & Qualifications

• Minimum: High school diploma or equivalent (KCSE, GED, etc.)
• Preferred: Diploma or certificate in Business Administration, Hospitality Management, Retail Management, or a related field
• Additional training in supervisory skills, customer service, or occupational health and safety is an advantage 2. Experience
• 1–3 years of relevant work experience in a floor-level or customer-facing role
• At least 1 year in a supervisory or team lead position preferred
• Industry-specific experience (e.g., retail store, warehouse, restaurant, or production floor)

🧠 3. Skills and Competencies

a. Leadership & Supervision

• Ability to lead, motivate, and guide floor staff
• Monitor employee performance and enforce discipline
• Handle shift scheduling and task delegation

b. Communication Skills

• Clear verbal and written communication
• Ability to give instructions and resolve staff or customer issues professionally
• Reporting and documentation skills

c. Customer Service

• Strong customer service orientation
• Ability to manage complaints and ensure customer satisfaction

d. Operational Knowledge

• Understanding of day-to-day floor operations
• Familiarity with inventory management, POS systems, stock control (retail), or quality checks (manufacturing/warehousing)
• Basic understanding of health and safety protocols

e. Problem-Solving & Decision-Making

• Ability to respond to incidents or operational challenges quickly and effectively

f. Time Management

• Prioritizing tasks and managing a busy floor environment efficiently

🧾 4. Personal Attributes

• Responsible and dependable
• Organized and detail-oriented
• Able to work under pressure and in fast-paced environments
• Professional appearance and behavior

⏰ 5. Availability

• Willingness to work flexible hours, including weekends, evenings, or public holidays
• Punctuality and availability for shift work (if applicable)

📋 6. Additional Requirements (if applicable)

• Basic computer literacy (MS Office, POS systems, or inventory software)
• First Aid certification (in hospitality or high-risk environments)
• Knowledge of labor and safety regulations (especially in manufacturing or warehousing)