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).
