TM-Manager-Service to Sales-thane

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