Job Title

Job Description (JD) – Floor Manager (Service to Sales)

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

📌 TM-Manager-Service to Sales-thane (India)
🏢 Aditya Birla Sun Life Insurance
📍 India