Floor Manager - Telesales/Outbound Sales/Contact Center Operations

Szabist Isb · Lahore, Lahore District; Punjab, Pakistan

EFU Life Assurance Ltd. is seeking a dedicated Floor Manager to lead a large and dynamic outbound sales team within our busy contact center. In this pivotal role, you will manage a team of 100 individuals, providing effective leadership and supervision to drive telesales performance and optimize operational success. Your focus will be on motivating team members, delivering coaching sessions, and guiding continuous process improvements to boost productivity and enhance customer satisfaction. As a key link between senior management and frontline sales agents, you will ensure that sales strategies align with organizational goals and that critical performance indicators are met consistently.The ideal candidate brings at least three years of relevant experience in telesales and contact center operations along with strong skills in team leadership, customer relationship management, and outbound sales strategies. You will be responsible for navigating complex call center technologies and Salesforce tools to evaluate and improve both individual and team results. Your expertise in conflict resolution and managing high-pressure situations will support the maintenance of a positive work environment while fostering employee growth and engagement. This role demands proactive communication, effective performance management, and unwavering commitment to operational excellence within a fast-paced sales environment.

Responsibilities

• Lead and manage a team of 100 outbound sales representatives to achieve and exceed sales targets consistently.
• Develop and implement effective telesales and outbound sales strategies tailored to meet company objectives.
• Conduct regular coaching and training sessions to enhance sales techniques, product knowledge, and customer engagement skills.
• Monitor individual and team key performance indicators (KPIs) using Salesforce and other call center technologies to identify areas for improvement.
• Motivate team members through positive reinforcement, goal-setting, and performance feedback to maximize productivity and job satisfaction.
• Collaborate closely with senior management to align sales initiatives with strategic business goals and operational standards.
• Manage daily floor operations ensuring smooth workflow, adherence to quality standards, and compliance with company policies.
• Address and resolve conflicts or performance issues promptly and effectively, maintaining a professional and supportive work atmosphere.
• Oversee customer relationship management efforts to ensure high-quality service and enhanced client retention.
• Lead continuous process improvement initiatives aimed at streamlining outbound sales activities and increasing overall team effectiveness.
• Handle escalated calls or difficult situations, providing guidance and support to team members when needed.
• Prepare and present performance reports and insights to senior management for informed decision-making and strategic adjustments.
• Support employee development programs that foster career growth, skill advancement, and employee engagement.
• Ensure compliance with regulatory requirements and company guidelines affecting contact center operations and outbound sales activities.