Floor Manager

Itvedant; Thane; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Itvedant in Thane, India is seeking an experienced Admissions Floor Manager to lead the admissions floor, guide Program Guides, and ensure smooth day-to-day operations across channels.

You will monitor calls, manage MIS and CRM/Tally data, oversee lead management from multiple channels, conduct regular training, and ensure compliance with SOPs while driving daily, weekly, and monthly targets.

Qualifications

• Experience in admissions floor management
• Strong communication and people management abilities
• Experience with CRM/Tally or similar systems
• Ability to meet daily, weekly, monthly targets

Responsibilities

• Manage admissions floor on a day-to-day basis and ensure smooth operations.
• Lead, guide, and motivate Program Guides to achieve individual and team targets.
• Ensure discipline, punctuality, and adherence to admission processes on the floor.
• Act as the first point of escalation for Program Guides.
• Monitor inbound and outbound calls and ensure proper call ordering and allocation.
• Check call quality regularly and provide feedback for improvement.
• Ensure proper call dispositions, follow-ups, and call logging.
• Review call recordings and maintain quality standards.
• Ensure achievement of targets and track performance.
• Share daily performance updates with seniors.
• Prepare and maintain daily MIS and call reports.
• Ensure accurate data entry and reporting in CRM/Tally systems.
• Monitor lead movement and conversion ratios.
• Maintain data hygiene and ensure zero data leakage.
• Oversee lead management from multiple channels.
• Ensure proper allocation, follow-up, and closure of leads.
• Coordinate with marketing and backend teams for lead-related issues.
• Conduct regular training sessions for Program Guides on product knowledge, sales pitch, counselling skills, call handling, and CRM/Tally usage.
• Support new joiners during onboarding and ramp-up phase.
• Identify process gaps and suggest improvements.
• Support audits and internal reviews when required.

Skills

Strong leadership

Floor management

Excellent communication

People management

Sales counselling

Analytical skills

CRM/Tally usage

Multitasking under pressure

Tools

CRM/Tally

Job description

Job Description

Key Roles & Responsibilities

Floor & Team Management

• Manage the admissions floor on a day-to-day basis and ensure smooth operations.
• Lead, guide, and motivate Program Guides to achieve individual and team targets.
• Ensure discipline, punctuality, and adherence to admission processes on the floor.
• Act as the first point of escalation for Program Guides.

Call Management & Quality Control

• Monitor inbound and outbound calls and ensure proper call ordering and allocation.
• Check call quality regularly and provide feedback for improvement.
• Ensure proper call dispositions, follow-ups, and call logging.
• Review call recordings and maintain quality standards.

Target & Performance Management

• Ensure achievement of daily, weekly, and monthly calling and admission targets.
• Track individual performance and take corrective actions where required.
• Share daily performance updates with seniors.

MIS, Reporting & Data Management

• Prepare and maintain daily MIS and call reports.
• Ensure accurate data entry and reporting in CRM/Tally systems.
• Monitor lead movement and conversion ratios.
• Maintain data hygiene and ensure zero data leakage.

Lead Management

• Oversee lead management from multiple channels (digital, walk-ins, references, campaigns, etc.).
• Ensure proper allocation, follow-up, and closure of leads.
• Coordinate with marketing and backend teams for lead-related issues.

Training & Development

Conduct regular training sessions for Program Guides on:

• Product knowledge
• Sales pitch and counselling skills
• Call handling and objection management
• CRM/Tally usage

Support new joiners during onboarding and ramp-up phase.

Process & Compliance

• Ensure adherence to company policies, SOPs, and compliance standards.
• Identify process gaps and suggest improvements.
• Support audits and internal reviews when required.

Key Skills & Competencies

• Strong leadership and floor management skills
• Excellent communication and people management abilities
• Good understanding of admission counselling and sales processes
• Strong analytical skills for MIS and reporting
• Hands-on experience with CRM/Tally or similar systems
• Ability to multitask and work under pressure
• Target-driven and result-oriented mindset