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 skilled manner.
• Ensure adherence to SOPs, quality standards, and turnaround times.
• Drive process improvements to enhance operational efficiency and customer satisfaction.

Develop Team Capability & Engagement

• 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 environment 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 (India)
🏢 Aditya Birla Health Insurance Company
📍 India