TM-Manager-Service to Sales-thane

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).