Floor Manager

Job Description – Floor Manager (BPO – Ayurveda & OTC Division)

Designation: Floor Manager – BPO Operations

1. Job Responsibilities

1. Floor Operations Management

* Manage and supervise day-to-day BPO floor operations.

* Ensure smooth functioning of inbound and outbound calling processes.

* Monitor team leaders, supervisors and telecalling executives.

* Ensure proper manpower allocation and optimum resource utilisation.

* Maintain discipline, attendance and operational efficiency on the floor.

2. Team Management & Leadership

* Lead and manage multiple teams of telecallers and team leaders.

* Set daily, weekly and monthly operational targets.

* Monitor team productivity and ensure achievement of business objectives.

* Conduct regular team meetings and performance review sessions.

* Identify performance gaps and implement improvement plans.

3. Sales & Revenue Management

* Drive sales of Ayurvedic, herbal and OTC products through telecalling.

* Ensure achievement of daily and monthly sales targets.

* Monitor lead conversion, order booking and revenue generation.

* Develop strategies to improve conversion rates and repeat customer sales.

* Coordinate with the sales and marketing teams for campaign execution.

4. Performance Monitoring & MIS

* Monitor key operational metrics such as:

  * Daily call volume.

  * Lead conversion ratio.

  * Sales and revenue.

  * Average Handling Time (AHT).

  * Agent productivity.

  * Order confirmation ratio.

  * Cancellation and return percentage.

* Prepare daily, weekly and monthly MIS reports.

* Analyse performance trends and take corrective actions.

5. Training & Quality Management

* Ensure regular training of team leaders and telecalling executives.

* Monitor call quality and customer interaction standards.

* Conduct performance feedback and coaching sessions.

* Ensure proper product knowledge and effective sales pitch.

* Implement quality improvement initiatives.

6. Customer Experience & Escalation Management

* Handle critical customer complaints and escalations.

* Ensure timely resolution of customer queries.

* Monitor customer satisfaction and service quality.

* Coordinate with dispatch, warehouse, NDR and order processing teams to resolve operational issues.

7. Process & Compliance Management

* Ensure adherence to company policies and SOPs.

* Monitor CRM usage and calling process compliance.

* Maintain proper reporting and documentation.

* Ensure coordination between different operational departments.

2. Required Skills & Qualifications

* Graduate in any discipline.

* 5–8 years of experience in BPO / Telecalling / Telesales operations.

* Minimum 2–3 years of experience managing BPO floor operations.

* Experience in handling multiple teams and team leaders.

* Experience in Ayurveda, Healthcare, FMCG or OTC industry preferred.

* Strong leadership, analytical and decision-making skills.

* Excellent communication and team management abilities.

* Proficiency in CRM, Excel and MIS reporting.

* Strong understanding of sales conversion and revenue management.

3. Key Performance Indicators (KPIs)

* Overall floor productivity.

* Achievement of monthly sales and revenue targets.

* Lead-to-order conversion ratio.

* Team attendance and manpower utilisation.

* Agent productivity and performance.

* Customer satisfaction and call quality.

* Order confirmation and delivery success ratio.

* Reduction in cancellation and return rates.

* Team retention and employee performance.

4. Reporting Structure

Reporting To: Operations Head / Business Head

Team Reporting: Team Leaders, Supervisors and Telecalling Executives.

5. Key Objective of the Role

To manage overall BPO floor operations, drive sales and revenue through effective team management, improve productivity and conversion ratios and ensure smooth coordination between telecalling, customer support, order processing, dispatch and NDR teams.