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

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