Job Description (JD) – Floor Manager (Service to Sales)
Job Title:
Floor Manager – Service to Sales (S2S)
Department:
Customer Service & Sales
Reporting To:
Unit Head – Service to Sales
Location:
As per business requirement
Working Hours:
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Shift Timing: 9:00 AM to 8:00 PM
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Weekly Off: As per roster
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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
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Manage and supervise CREs (Customer Relationship Executives) on the floor.
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Monitor attendance, punctuality, login adherence, and shift compliance.
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Conduct daily huddles and performance reviews.
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Maintain discipline and ensure process adherence.
Productivity Management
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Track key productivity metrics such as:
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Occupancy
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Total Calls
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Talk Time
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ACW (After Call Work)
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Net Login Hours
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Available Time
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Auto-Off
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Drive initiatives to improve daily productivity and efficiency.
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Ensure achievement of team-level business targets.
Sales Performance Management
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Monitor lead allocation and utilization.
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Track lead-to-contact and contact-to-conversion ratios.
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Improve policy conversion through coaching and intervention.
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Support CREs in objection handling and sales closure techniques.
Quality & Coaching
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Conduct regular call listening sessions.
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Identify skill gaps and provide on-floor coaching.
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Implement refresher training programs.
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Share best practices and success stories across the team.
Governance & Reporting
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Prepare daily, weekly, and monthly performance reports.
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Highlight performance gaps and suggest corrective actions.
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Coordinate with MIS for dashboard management and analytics.
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Ensure adherence to compliance and audit requirements.
Stakeholder Management
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Coordinate with Operations, MIS, Training, HR, and Business Teams.
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Escalate operational issues impacting productivity and business results.
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Work closely with Unit Head to implement strategic initiatives.
Key Performance Indicators (KPIs)
Productivity KPIs
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Occupancy %
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Talk Time
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ACW Reduction
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Calls per CRE
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Net Login Hours
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Auto-Off %
Sales KPIs
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FYP Achievement
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Conversion %
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Revenue per CRE
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Lead Utilization %
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Contact Rate %
Team KPIs
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Attendance Adherence
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Attrition Control
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Training Completion
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Quality Scores
Required Qualifications
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Graduate in any discipline.
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MBA preferred.
Experience
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3–6 years of experience in Contact Center, Insurance, Banking, Telesales, or Service-to-Sales operations.
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Minimum 1–2 years of team handling experience.
Key Skills
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Team Management
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Floor Operations Management
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Sales Coaching
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Data Analysis & Reporting
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MS Excel & PowerPoint
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Performance Management
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Communication & Stakeholder Management
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Problem Solving & Decision Making
Expected Outcomes
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Improve team occupancy to 85%+
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Reduce ACW to targeted levels
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Increase talk time and productivity
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Improve conversion and FYP achievement
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Ensure strong governance and process compliance
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Build a high-performance and result-oriented Service-to-Sales team
Span of Control: 15–25 CREs per Floor Manager (depending on business requirements).
