Floor Manager - Telesales & Mhealth

Szabist Isb; Lahore; On-site; PKR 800,000 - 1,100,000; Full time

Job summary

EFU Life Assurance Ltd. is seeking a Floor Manager to lead the telesales and mHealth teams, drive sales performance, and ensure customer service excellence.

You will manage a team of 8 sales agents, oversee daily operations, scheduling, training, and performance monitoring, while ensuring compliance with company policies. This role focuses on developing sales strategies, generating performance reports, and guiding the team through escalations.

Responsibilities

• Oversee daily and monthly telesales targets and budget achievement.
• Manage workforce scheduling, training, reporting, and lead pipeline to optimize team performance.
• Monitor KPIs including quotas, average handling time, and quality benchmarks.
• Design and deliver comprehensive sales training to enhance agent skills and product understanding.
• Identify performance gaps and implement corrective and developmental actions to improve productivity.
• Prepare detailed sales performance reports and forecasts for senior management review.
• Maintain service excellence by monitoring performance against established standards and benchmarks.
• Review and update call center sales policies, procedures, and SOPs for operational efficiency.
• Develop and refine sales strategies, sales cycles, and customer engagement methodologies to maximize lead conversion.
• Ensure compliance with policies, ethical standards, and regulatory requirements at all times.
• Promote a positive work environment through team meetings and employee development initiatives.
• Handle escalated customer complaints by analyzing issues and ensuring timely resolutions.
• Lead the resolution of operational challenges, enhancing workflow and communication within the team.
• Collaborate with senior management by sharing insights and assisting in strategic planning and training sessions.
• Support business growth by developing and implementing innovative sales tactics and strategies.
• Adhere to confidentiality guidelines and discretion with sensitive departmental information.
• Perform additional tasks as assigned by senior management to contribute to overall business success.

Job description

As a Floor Manager at EFU Life Assurance Ltd., you lead and oversee the telesales and mHealth teams to achieve outstanding sales performance and customer service. You are responsible for managing daily operations, guiding a team of 8 sales agents, and ensuring all sales targets and KPIs are consistently met. Your role involves workforce scheduling, sales training delivery, performance monitoring, and handling escalations to maintain a high-performing and motivated sales floor. Your strong leadership ensures adherence to company policies and compliance standards while promoting a positive and productive work environment.In this role, you actively contribute to the development and implementation of sales strategies and operational procedures that improve lead conversion and customer engagement. You also provide insightful sales performance reports and forecasts to senior management to support strategic decisions. Your ability to identify performance gaps and deliver timely developmental interventions enhances team productivity and drives organizational growth. You are instrumental in resolving operational challenges, fostering effective communication, and supporting continuous improvement initiatives within the department.

Responsibilities

• Oversee daily and monthly sales targets and budget achievement for the telesales team.
• Manage workforce scheduling, training programs, reporting, and lead pipeline to optimize team performance.
• Monitor individual and team Key Performance Indicators including sales quotas, average handling time, and quality benchmarks.
• Design, coordinate, and execute comprehensive sales training to enhance agent skills and product understanding.
• Identify performance gaps and implement corrective and developmental actions to improve overall team productivity.
• Prepare detailed sales performance reports and forecasts for senior management review.
• Maintain service excellence by monitoring employee performance against established standards and benchmarks.
• Review and update call center sales policies, procedures, and standard operating protocols to ensure operational efficiency.
• Develop and refine sales strategies, sales cycles, and customer engagement methodologies to maximize lead conversion.
• Ensure compliance with company policies, ethical standards, and relevant regulatory requirements at all times.
• Promote a positive work environment through regular team meetings, recognition events, and employee development initiatives.
• Handle escalated customer complaints by analyzing issues, identifying solutions, and ensuring timely resolutions to maintain satisfaction levels.
• Lead the resolution of operational challenges, enhancing workflow efficiency and communication within the team.
• Collaborate with senior management by sharing insights and assisting in strategic planning and training sessions.
• Support business growth by developing and implementing innovative sales tactics and strategies.
• Adhere to confidentiality guidelines and exercise discretion when managing sensitive departmental information.
• Perform additional tasks as assigned by senior management to contribute to overall business success.