Floor Manager - One ABC

Aditya Birla Insulators; Thane; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Aditya Birla Insulators is seeking a sales operations leader to drive team performance and productivity in Thane, India. You will conduct daily huddles to communicate targets, monitor KPIs, coach team leaders and agents, and implement action plans to close performance gaps.

The role focuses on delivering exceptional customer experience, ensuring SOP and quality adherence, and driving process improvements through MIS-driven insights.

Qualifications

Responsibilities

• 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.
• 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.
• 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 highperformance work environment through engagement initiatives.
• 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.

Job description

Key Result Areas

Supporting Actions

• Drive Team Performance & Sales Productivity
  • 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 highperformance 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.