Linguistic Floor Manager
Job Description - Floor Manager
·Key Roles & Responsibilities
Floor & Team Management
o Manage the admissions floor on a day-to-day basis and ensure smooth operations.
o Lead, guide, and motivate Program Guides to achieve individual and team targets.
o Ensure discipline, punctuality, and adherence to admission processes on the floor.
o Act as the first point of escalation for Program Guides.
Call Management & Quality Control
o Monitor inbound and outbound calls and ensure proper call ordering and allocation.
o Check call quality regularly and provide feedback for improvement.
o Ensure proper call dispositions, follow-ups, and call logging.
o Review call recordings and maintain quality standards.
Target & Performance Management
o Ensure achievement of daily, weekly, and monthly calling and admission targets.
o Track individual performance and take corrective actions where required.
o Share daily performance updates with seniors.
MIS, Reporting & Data Management
o Prepare and maintain daily MIS and call reports.
o Ensure accurate data entry and reporting in CRM/Tally systems.
o Monitor lead movement and conversion ratios.
o Maintain data hygiene and ensure zero data leakage.
Lead Management
o Oversee lead management from multiple channels (digital, walk-ins, references, campaigns, etc.).
o Ensure proper allocation, follow-up, and closure of leads.
o Coordinate with marketing and backend teams for lead-related issues.
Training & Development
o Conduct regular training sessions for Program Guides on:
§ Product knowledge
§ Sales pitch and counselling skills
§ Call handling and objection management
§ CRM/Tally usage
o Support new joiners during onboarding and ramp-up phase.
Process & Compliance
o Ensure adherence to company policies, SOPs, and compliance standards.
o Identify process gaps and suggest improvements.
o Support audits and internal reviews when required.
Key Skills & Competencies
o Strong leadership and floor management skills
o Excellent communication and people management abilities
o Good understanding of admission counselling and sales processes
o Strong analytical skills for MIS and reporting
o Hands-on experience with CRM/Tally or similar systems
o Ability to multitask and work under pressure
o Target-driven and result-oriented mindset
