Floor Manager - One ABC

Birla Carbon; Thane; On-site; INR 600,000 - 1,100,000; Full time

Job summary

Birla Carbon in Maharashtra, Thane is seeking an operations supervisor to lead frontline teams, monitor KPIs, and drive service excellence.

You will coach team leaders, implement action plans, and ensure compliance while delivering continuous improvements in a fast-paced work environment. Strong communication and problem-solving skills are essential for success.

Qualifications

• Experience in operations management with focus on people leadership and performance.
• Ability to monitor and analyze KPIs across teams and functions.
• Proven coaching and development of frontline staff and team leaders.

Responsibilities

• Conduct daily huddles to communicate targets and priorities.
• Monitor KPIs such as sales, conversions, productivity, and adherence.
• Coach team leaders and agents to improve performance and achieve business goals.
• Implement action plans to address performance gaps.
• Monitor call quality, service levels, and operational metrics.
• Resolve customer escalations timely and professionally.
• Ensure adherence to SOPs, quality standards, and turnaround times.
• Drive process improvements to enhance operational efficiency and customer satisfaction.
• Identify training and development needs through performance reviews.
• Conduct regular coaching sessions and provide constructive feedback.
• Recognize and reward high performers to boost motivation.
• Foster a collaborative, high-performance work environment through engagement initiatives.
• Ensure compliance with regulations, company policies, and internal controls.
• Monitor adherence to process and regulatory requirements.
• Analyze operational and sales performance trends using MIS reports.
• Share insights and recommendations with management to drive continuous improvement.

Skills

Team leadership

KPI tracking

Coaching

Process improvement

Job description

At the Aditya Birla Group, our Corporate Vision is aligned and intricately woven with our People Vision.

Job Description:

Key Result Areas *

Supporting Actions*

• Conduct daily huddles to communicate targets and priorities.
• Monitor individual and team KPIs such as sales, conversions, productivity, and adherence.
• Coach team leaders and agents to improve performance and achieve business goals.
• Implement action plans to address performance gaps.

Ensure Operational Excellence & Customer Experience

Monitor call quality, service levels, and operational metrics.

• Resolve customer escalations in a timely and professional manner.
• Ensure adherence to SOPs, quality standards, and turnaround times.
• Drive process improvements to enhance operational efficiency and customer satisfaction.

Develop Team Capability & Engagement

• Identify training and development needs through performance reviews.
• Conduct regular coaching sessions and provide constructive feedback.
• Recognize and reward high performers to boost motivation.
• Foster a collaborative, positive, and high-performance work environment through engagement initiatives.

Ensure Compliance & Performance Reporting

• Ensure compliance with insurance regulations, company policies, and internal controls.
• Monitor adherence to process and regulatory requirements.
• Analyze operational and sales performance trends using MIS reports.
• Share insights and recommendations with management to drive continuous improvement.

• Discover more about life at Aditya Birla Group