Floor Manager – Service to Sales (S2S)

About the role

We are looking for a proactive Floor Manager to lead our Service‑to‑Sales (S2S) team. The role oversees day‑to‑day floor operations, drives productivity, ensures process compliance and maximises conversion through coaching and performance monitoring.

Key responsibilities

• Supervise Customer Relationship Executives (CREs), monitor attendance, login adherence and shift compliance.
• Conduct daily huddles, performance reviews and enforce discipline and process adherence.
• Track and improve productivity metrics such as occupancy, total calls, talk time, ACW, net login hours and auto‑off.
• Manage lead allocation, monitor lead‑to‑contact and contact‑to‑conversion ratios and coach CREs on objection handling and sales closure.
• Conduct call listening sessions, identify skill gaps and deliver on‑floor coaching and refresher training.
• Prepare daily, weekly and monthly performance reports, coordinate with MIS for dashboards and ensure compliance with audit requirements.
• Liaise with Operations, Training, HR and Business teams, escalating issues that affect productivity.
• Support the Unit Head in implementing strategic initiatives and achieving business targets.

Required profile

• Graduate in any discipline; MBA preferred.
• 3–6 years of experience in contact centre, insurance, banking, telesales or Service‑to‑Sales operations.
• At least 1–2 years of experience managing a team.
• Strong analytical mindset with ability to drive performance improvements.

Required skills

• MS Excel
• PowerPoint