Job Description

Key Result Areas .

Supporting Actions.

Drive Team Performance & Sales Productivity

. Conduct daily huddles to communicate targets and priorities.

. Monitor individual and team KPIs such as sales, conversions, productivity, and adherence.

. Coach team leaders and agents to improve performance and achieve business goals.

. Implement action plans to address performance gaps.

Ensure Operational Excellence & Customer Experience

Monitor call quality, service levels, and operational metrics.

. Resolve customer escalations in a timely and professional manner.

. Ensure adherence to SOPs, quality standards, and turnaround times.

. Drive process improvements to enhance operational efficiency and customer satisfaction.

Develop Team Capability & Engagement

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Identify training and development needs through performance reviews.

. Conduct regular coaching sessions and provide constructive feedback.

. Recognize and reward high performers to boost motivation.

. Foster a collaborative, positive, and high-performance work setting through engagement initiatives.

Ensure Compliance & Performance Reporting

. Ensure compliance with insurance regulations, company policies, and internal controls.

. Monitor adherence to process and regulatory requirements.

. Analyze operational and sales performance trends using MIS reports.

. Share insights and recommendations with management to drive continuous improvement.

📌 Floor Manager - One ABC (Thane)
🏢 Aditya Birla Group
📍 Thane