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.

Required 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.