- Floor &
- Performance Management: Actively manage daily call centre floor operations to achieve high conversion rates, revenue targets, and customer satisfaction goals.
- Ayurveda Process Monitoring: Ensure agents accurately communicate the perks, dosages, and compliance aspects of proprietary Ayurveda medicines based on approved medical scripts.
- Team Leadership &
- Coaching: Lead, motivate, and mentor Team Leaders (TLs) and agents. Conduct regular huddles to address sales barriers, pitch refinements, and product knowledge gaps.
- KPI Tracking: Closely monitor critical call centre metrics including Service Level Agreement (SLA), Average Handling Time (AHT), Abandonment Rate, First Call Resolution (FCR), and Daily Sales Value.
- Quality Assurance &
- Compliance: Partner with the QA team to review recorded calls, ensuring medical consultation standards are maintained without false health claims.
- Data &
- Lead Optimization: Strategically allocate CRM leads to maximize dialer efficiency and agent productivity across inbound and outbound channels.
- Escalation Management: Resolve complex customer grievances or sensitive medical queries escalated by agents or TLs professionally.

📌 SALES FLOOR MANAGER (Delhi)
🏢 Kudos Ayurveda Private
📍 Delhi