Job Description

Job Description (JD) - Floor Manager (Service to Sales)

Job Title:

Floor Manager - Service to Sales (S2S)

Department:

Customer Service & Sales

Reporting To:

Unit Head - Service to Sales

Location:

As per business requirement

Working Hours:

Shift Timing: 9:00 AM to 8:00 PM
Weekly Off: As per roster
Two Saturdays working and two Saturdays off every month (subject to business requirements)

Job Purpose:

The Floor Manager will be responsible for managing day-to-day floor operations of the Service-to-Sales team, driving productivity, ensuring process adherence, improving occupancy, reducing ACW, enhancing talk time, and maximizing conversion through effective coaching, monitoring, and team engagement.

Key Responsibilities:

Team Management

Manage and supervise CREs (Customer Relationship Executives) on the floor.
Monitor attendance, punctuality, login adherence, and shift compliance.
Conduct daily huddles and performance reviews.
Maintain discipline and ensure process adherence.

Productivity Management

Track key productivity metrics such as:
- Occupancy
- Total Calls
- Talk Time
- ACW (After Call Work)
- Net Login Hours
- Available Time
- Auto-Off
Drive initiatives to improve daily productivity and efficiency.
Ensure achievement of team-level business targets.

Sales Performance Management

Monitor lead allocation and utilization.
Track lead-to-contact and contact-to-conversion ratios.
Improve policy conversion through coaching and intervention.
Support CREs in objection handling and sales closure techniques.

Quality & Coaching

Conduct regular call listening sessions.
Identify skill gaps and provide on-floor coaching.
Implement refresher training programs.
Share best practices and success stories across the team.

Governance & Reporting

Prepare daily, weekly, and monthly performance reports.
Highlight performance gaps and suggest corrective actions.
Coordinate with MIS for dashboard management and analytics.
Ensure adherence to compliance and audit requirements.

Stakeholder Management

Coordinate with Operations, MIS, Training, HR, and Business Teams.
Escalate operational issues impacting productivity and business results.
Work closely with Unit Head to implement strategic initiatives.

Key Performance Indicators (KPIs)

Productivity KPIs

Occupancy %
Talk Time
ACW Reduction
Calls per CRE
Net Login Hours
Auto-Off %

Sales KPIs

FYP Achievement
Conversion %
Revenue per CRE
Lead Utilization %
Contact Rate %

Team KPIs

Attendance Adherence
Attrition Control
Training Completion
Quality Scores

Required Qualifications

Graduate in any discipline.
MBA preferred.

Experience

3-6 years of experience in Contact Center, Insurance, Banking, Telesales, or Service-to-Sales operations.
Minimum 1-2 years of team handling experience.

Key Skills

Team Management
Floor Operations Management
Sales Coaching
Data Analysis & Reporting
MS Excel & PowerPoint
Performance Management
Communication & Stakeholder Management
Problem Solving & Decision Making

Expected Outcomes

Improve team occupancy to 85%+
Reduce ACW to targeted levels
Increase talk time and productivity
Improve conversion and FYP achievement
Ensure strong governance and process compliance
Build a high-performance and result-oriented Service-to-Sales team

Span of Control: 15-25 CREs per Floor Manager (depending on business requirements).

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