SALES FLOOR MANAGER

Job highlights

• Flexible Working HoursJob Description
• Floor & Performance Management: Actively manage daily call centre floor operations to achieve high conversion rates, revenue targets, and customer satisfaction goals.
• Ayurveda Process Monitoring: Ensure agents accurately communicate the benefits, dosages, and compliance aspects of proprietary Ayurveda medicines based on approved medical scripts.
• Team Leadership & Coaching: Lead, motivate, and mentor Team Leaders (TLs) and agents. Conduct regular huddles to address sales barriers, pitch refinements, and product knowledge gaps.
• KPI Tracking: Closely monitor critical call centre metrics including Service Level Agreement (SLA), Average Handling Time (AHT), Abandonment Rate, First Call Resolution (FCR), and Daily Sales Value.
• Quality Assurance & Compliance: Partner with the QA team to review recorded calls, ensuring medical consultation standards are maintained without false health claims.
• Data & Lead Optimization: Strategically allocate CRM leads

• Floor & Performance Management: Actively manage daily call centre floor operations to achieve high conversion rates, revenue targets, and customer satisfaction goals. • Ayurveda Process Monitoring: Ensure agents accurately communicate the benefits, dosages, and compliance aspects of proprietary Ayurveda medicines based on approved medical scripts. • Team Leadership & Coaching: Lead, motivate, and mentor Team Leaders (TLs) and agents. Conduct regular huddles to address sales barriers, pitch refinements, and product knowledge gaps. • KPI Tracking: Closely monitor critical call centre metrics including Service Level Agreement (SLA), Average Handling Time (AHT), Abandonment Rate, First Call Resolution (FCR), and Daily Sales Value. • Quality Assurance & Compliance: Partner with the QA team to review recorded calls, ensuring medical consultation standards are maintained without false health claims. • Data & Lead Optimization: Strategically allocate CRM leads to maximize dialer efficiency and agent productivity across inbound and outbound channels. • Escalation Management: Resolve complex customer grievances or sensitive medical queries escalated by agents or TLs professionally.