Floor Manager - One ABC

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.

• R...