• 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 advantages, 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