Job Description:
KPIs and KRAs for Floor Manager in a BPO Call Center

A Floor Manager in a BPO environment plays a pivotal role in overseeing daily operations, ensuring team performance, handling floor discipline, and managing client expectations. In the scenario you've provided, the Floor Manager is responsible for monitoring key performance metrics, maintaining discipline, tracking agent and team leader performance, and ensuring CRM and dialer-related activities run smoothly.

Below are KPIs (Key Performance Indicators) and KRAs (Key Result Areas) for the Floor Manager in this scenario:

Key Performance Indicators (KPIs) for Floor Manager

- Dial Count Adherence
- Description: Track the number of calls made by Patient Advisors and Team Leaders to ensure that they are meeting the specified targets.
- Measure:
- Patient Advisors: 150 dial counts per day.
- Team Leaders: 80 dial counts per day.
- Target: 100% adherence to daily dial count targets for both Patient Advisors and Team Leaders.
- Objective: Ensure call volume is met and monitor any deviations in performance.
- Reporting Timeliness and Accuracy
- Description: Ensure that daily and weekly reports are delivered on time and with accuracy, summarizing call performance, team activity, and any floor issues.
- Measure:
- Percentage of reports delivered on time.
- Accuracy of the data reported.
- Target: 100% on-time reporting with zero errors.
- Objective: Timely and accurate reporting to higher management, ensuring transparency and data-driven decision-making.
- Dialer Implementation & Efficiency
- Description: Monitor the implementation of dialers and ensure they are functioning properly, improving call efficiency and lead generation.
- Measure:
- Percentage of dialer uptime.
- Resolution time for dialer-related issues.
- Target: 98% uptime of the dialer system and quick resolution of issues (within 2 hours).
- Objective: Minimize downtime and ensure maximum productivity from the dialer.
- Call Recording Compliance
- Description: Ensure that 100% of calls are recorded for quality monitoring and compliance purposes.
- Measure:
- Percentage of calls recorded.
- Target: 100% of calls recorded.
- Objective: Ensure compliance with regulatory requirements and maintain high-quality monitoring standards.
- Break Timing Adherence
- Description: Monitor and manage team member breaks to ensure that break schedules do not affect productivity.
- Measure:
- Percentage of employees adhering to scheduled break times.
- Target: 100% adherence to break times.
- Objective: Maintain team performance while ensuring adequate breaks and avoiding disruptions to workflow.
- Floor Discipline
- Description: Maintain overall floor discipline,



ensuring that employees follow company rules and operational processes.
- Measure:
- Number of floor disruptions or disciplinary incidents reported.
- Target: Zero tolerance for disruptions or violations of floor policies.
- Objective: Maintain a focused, skilled, and productive work environment.
- Daily Projections and Targets
- Description: Ensure that the team is aligned on daily goals and projections for appointments, walk-ins, and leads.
- Measure:
- Percentage of daily targets and projections completed by the team.
- Target: 100% daily projections completed before 10:20 AM.
- Objective: Ensure that daily goals are communicated clearly and achievable targets are set for the team.
- Team Leaders’ Performance Reviews
- Description: Ensure that Team Leaders are regularly discussing team performance with their direct reports and providing appropriate feedback.
- Measure:
- Number of performance reviews or discussions held by Team Leaders.
- Quality of performance discussions (based on feedback or monitoring).
- Target: 100% of Team Leaders to conduct performance reviews and coaching sessions with their teams regularly.
- Objective: Ensure that agents are continuously improving their performance through coaching and feedback from Team Leaders.
- Floor Occupancy
- Description: Maintain high floor occupancy rates, ensuring that agents are at their workstations and making calls during operational hours.
- Measure:
- Percentage of floor occupancy at any given time during operational hours.
- Target: 90% or higher floor occupancy.
- Objective: Maximize agent productivity and minimize idle time.
- Handling Daily Floor Challenges
- Description: Address and resolve daily floor challenges such as technical issues, agent disputes, performance bottlenecks, etc.
- Measure:
- Number of floor challenges resolved within a specified time frame.
- Employee satisfaction regarding issue resolution.
- Target: Resolve 100% of daily floor challenges within 1-2 hours.
- Objective: Ensure smooth operations by swiftly addressing any issues that affect team productivity.
- CRM Updates & Data Integrity
- Description: Ensure that team members are updating CRM (Customer Relationship Management) systems accurately and consistently.
- Measure:
- Percentage of agents updating CRM correctly and in a timely manner.




- Number of discrepancies or missing data in CRM.
- Target: 100% accurate and timely CRM updates by agents.
- Objective: Ensure data integrity in the CRM, which is crucial for lead tracking and reporting.

Key Result Areas (KRAs) for Floor Manager

- Team Performance Management
- KRA: Oversee team performance and ensure KPIs like dial counts, appointment setting, and walk-in conversion rates are met.
- Key Tasks:
- Ensure Patient Advisors meet their daily dial counts (150 calls per day).
- Ensure Team Leaders meet their daily dial counts (80 calls per day).
- Track the team's appointment and walk-in conversion rates, and report on progress.
- Team Motivation and Development
- KRA: Maintain morale and motivation on the floor, and support the development of team members, particularly through coaching and performance reviews.
- Key Tasks:
- Ensure Team Leaders are conducting regular performance reviews with agents.
- Provide guidance to Team Leaders to improve coaching techniques.
- Track agent performance improvements and identify areas for additional training.
- Operational Efficiency and Process Optimization
- KRA: Optimize call floor processes and manage resources efficiently to ensure smooth operations.
- Key Tasks:
- Monitor and report on floor occupancy and break adherence.
- Oversee dialer implementation and troubleshoot any technical issues that arise.
- Maintain 100% call recording and ensure that data entry into CRM is consistent and accurate.
- Daily Operational Oversight
- KRA: Ensure daily operations are managed smoothly, including managing the team’s adherence to schedules, break times, and performance expectations.
- Key Tasks:
- Ensure all agents adhere to their breaks and working hours.
- Take daily projections before 10:20 AM to ensure team members are aligned with goals.
- Ensure that floor discipline is maintained and disruptions are minimized.
- Issue Resolution and Escalation Management
- KRA: Handle any floor challenges or issues related to operations, performance, or agent-related concerns in a timely and efficient manner.
- Key Tasks:
- Identify and resolve daily floor challenges (e.g., technical issues, performance bottlenecks).
- Manage escalations from agents or Team Leaders and resolve them promptly.

Floor Manager Scorecard

The Floor Manager Scorecard can be used to track performance on the above KPIs and KRAs. The scorecard will include the target, actual, variance, and comments for each KPI, and the final score will help assess the overall performance of the Floor Manager.

Floor Manager Scorecard

Contact-HR Jyoti-(phone hidden)

Pay: ₹35,000.00 - ₹40,000.00 per month

Work Location: In person

📌 Assistant Call Centre Manager (India)
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