Floor Manager - Call Center

Job Title: Floor Manager – Call Center

Number of Openings: 3

Location: Head Office, Zirakpur

Experience Required: 7–10 Years

Salary/Budget: Negotiable

Job Overview

We are seeking experienced and performance-driven Floor Managers – Call Center to oversee daily sales and service operations at our Head Office in Zirakpur. The role involves driving revenue growth, improving conversion ratios, supervising Team Leaders, and ensuring achievement of sales and service KPIs.

The ideal candidate should possess strong leadership skills, hands-on experience in call center operations, and the ability to analyze performance data to improve team productivity and operational efficiency.

Key Responsibilities

Sales & Revenue Management

• Drive sales targets, revenue growth, and improve conversion ratios across teams
• Develop and implement strategies to enhance sales productivity
• Provide on-floor sales guidance and performance coaching

Operations Management

• Manage daily floor operations for sales and service processes
• Ensure smooth functioning of call center activities
• Handle escalations and provide real-time issue resolution

Team Supervision & Performance Monitoring

• Supervise Team Leaders and ensure achievement of sales & service KPIs
• Monitor performance through Salesforce, Smartping, Excel, MIS reports, and dashboards
• Analyze MIS data and implement performance improvement strategies

Quality & Compliance

• Ensure adherence to SOPs, quality benchmarks, and compliance standards
• Monitor call quality and service levels
• Support internal audits and quality reviews

Key Requirements

Experience

• 7–10 years of experience in Call Center Operations
• Proven experience in sales-driven environments
• Experience in managing Team Leaders and large teams

Skills & Competencies

• Strong leadership and team management skills
• Data-driven decision-making ability
• Proficiency in Salesforce, Smartping, MS Excel, and MIS reporting
• Strong analytical and problem-solving skills
• Excellent communication and escalation handling abilities

Educational Qualification

Graduate in Business Administration / Commerce / Management

MBA preferred

Compensation & Benefits

Salary negotiable based on experience and interview performance

Additional benefits as per company policy