(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 daytoday floor operations of the ServicetoSales 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
- AutoOff

- Drive initiatives to improve daily productivity and efficiency.
- Ensure achievement of teamlevel business targets.

Sales Performance Management

- Monitor lead allocation and utilization.
- Track leadtocontact and contacttoconversion 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 onfloor coaching.
- Implement refresher training programs.




- Share best practices and success stories across the team.

Goverce & 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
- AutoOff %

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 ServicetoSales 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 solid goverce and process compliance
- Build a highperformance and resultoriented ServicetoSales team

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

📌 TM-Manager-Service To Sales (Thane)
🏢 Aditya Birla Insulators
📍 Thane