Floor Manager - One ABC

Role Overview

This position requires leading and managing a team to enhance sales productivity while ensuring smooth operational processes and delivering excellent customer experience within the insurance domain.

Key Responsibilities

• Conduct daily team meetings to communicate targets, priorities, and motivate the team.
• Track individual and collective KPIs including sales performance, conversion rates, productivity, and compliance.
• Coach and mentor team leaders and agents to meet and exceed business objectives.
• Develop and deploy action plans addressing performance gaps.
• Oversee call quality, service standards, and operational metrics to guarantee superior customer service.
• Handle escalated customer issues promptly and professionally.
• Ensure strict compliance with Standard Operating Procedures (SOPs), quality benchmarks, and turnaround timelines.
• Continuously improve processes to boost efficiency and enhance customer satisfaction.
• Identify team training requirements through regular performance assessments.
• Provide ongoing coaching and constructive feedback to support professional growth.
• Recognize and reward top performers to maintain high motivation levels.
• Create a collaborative and positive workplace culture promoting engagement and performance excellence.
• Ensure adherence to insurance regulatory requirements, company policies, and internal control standards.
• Monitor compliance with established processes and regulatory frameworks.
• Analyze sales and operational performance trends via Management Information Systems (MIS) reports.
• Communicate insights and strategic recommendations to senior management for continual process and performance improvements.