About the Role

We are looking for a proactive and performance-driven Floor Supervisor to lead day-to-day CRM operations. The role requires driving team productivity, ensuring process adherence, maintaining service quality, and supporting agents in achieving operational and business targets.

Key Responsibilities

- Supervise day-to-day floor operations and ensure smooth execution of CRM activities.

- Monitor real-time performance metrics such as Productivity, Occupancy, Conversion, AHT, Quality and Adherence.

- Conduct regular floor huddles, coaching sessions, and one-on-one feedback discussions.

- Ensure adherence to SOPs, quality standards, and compliance guidelines.

- Support agents in resolving customer escalations and operational challenges.

- Coordinate with cross-functional teams for issue resolution and process improvements.

- Track team performance and prepare daily operational report.

- Identify training needs and work on Quality and Training of agents to improve performance.

- Drive employee engagement, discipline, and attendance management.

- Support implementation of current processes, campaigns, and operational initiatives.

📌 Floor Supervisor – CRM (Mumbai)
🏢 Zeno Health
📍 Mumbai