About the role
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: 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 adherence to compliance and audit requirements. Stakeholder Management Coordinate with Operations, MIS, Training, HR, and Business Teams. Escalate operational issues impacting productivity and business results. Work closely with Unit Head to implement strategic initiatives. Key Performance Indicators (KPIs) Productivity KPIs Occupancy % Talk Time ACW Reduction Calls per CRE Net Login Hours Auto-Off % Sales KPIs FYP Achievement Conversion % Revenue per CRE Lead Utilization % Contact Rate % Team KPIs Attendance Adherence Attrition Control Training Completion Quality Scores Required Qualifications Graduate in any discipline. MBA preferred. Experience 3–6 years of experience in Contact Center, Insurance, Banking, Telesales, or Service-to-Sales operations. Minimum 1–2 years of team handling experience. Key Skills Team Management Floor Operations Management Sales Coaching Data Analysis & Reporting MS Excel & PowerPoint Performance Management Communication & Stakeholder Management Problem Solving & Decision Making Expected Outcomes Improve team occupancy to 85%+ Reduce ACW to targeted levels Increase talk time and productivity Improve conversion and FYP achievement Ensure strong governance and process compliance Build a high-performance and result-oriented Service-to-Sales team Span of Control: 15–25 CREs per Floor Manager (depending on business requirements).