Floor Manager

Job Description

Key Roles & Responsibilities
Floor & Team Management
- Manage the admissions floor on a day-to-day basis and ensure smooth operations.
- Lead, guide, and motivate Program Guides to achieve individual and team targets.
- Ensure discipline, punctuality, and adherence to admission processes on the floor.

- Act as the first point of escalation for Program Guides.

Call Management & Quality Control
- Monitor inbound and outbound calls and ensure proper call ordering and allocation.
- Check call quality regularly and provide feedback for improvement.
- Ensure proper call dispositions, follow-ups, and call logging.
- Review call recordings and maintain quality standards.

Target & Performance Management
- Ensure achievement of daily, weekly, and monthly calling and admission targets.
- Track individual performance and take corrective actions where required.
- Share daily performance updates with seniors.

MIS, Reporting & Data Management
- Prepare and maintain daily MIS and call reports.
- Ensure accurate data entry and reporting in CRM/Tally systems.
- Monitor lead movement and conversion ratios.
- Maintain data hygiene and ensure zero data leakage.

Lead Management
- Oversee lead management from multiple channels (digital, walk-ins, references, campaigns, etc.).
- Ensure proper allocation, follow-up, and closure of leads.

- Coordinate with marketing and backend teams for lead-related issues.

Training & Development
Conduct regular training sessions for Program Guides on:
- Product knowledge
- Sales pitch and counselling skills
- Call handling and objection management
- CRM/Tally usage
Support new joiners during onboarding and ramp-up phase.

Process & Compliance
- Ensure adherence to company policies, SOPs, and compliance standards.
- Identify process gaps and suggest improvements.
- Support audits and internal reviews when required.

Key Skills & Competencies
- Strong leadership and floor management skills
- Excellent communication and people management abilities
- Good understanding of admission counselling and sales processes
- Strong analytical skills for MIS and reporting
- Hands-on experience with CRM/Tally or similar systems
- Ability to multitask and work under pressure
- Target-driven and result-oriented mindset