Floor Manager

Department: Operations

Job Title: Floor Manager

Reporting To: Branch Manager / Operations Head / Management

Employment Type: Full-Time

Job Purpose

The Floor Manager is responsible for overseeing day-to-day operational activities, employee productivity, customer movement, process discipline and coordination between teams to ensure smooth branch operations.

Key Responsibilities

• Manage daily floor activities and employee deployment.
• Ensure employees report on time and follow assigned responsibilities.
• Monitor Sales, Purchase, Customer Support and other operational activities on the floor.
• Conduct morning briefings and communicate daily priorities.
• Monitor employee productivity and achievement against assigned KPIs.
• Track pending customer cases and ensure timely follow-up.
• Coordinate customer movement between front desk, purchase, sales and accounts.
• Ensure CRM and operational records are updated correctly.
• Resolve floor-level operational issues before escalation.
• Monitor customer experience and service quality.
• Ensure employees follow company SOPs and communication standards.
• Identify performance gaps and coordinate coaching/training.
• Prepare daily operational reports for management.
• Coordinate with HR regarding attendance, discipline and manpower requirements.
• Escalate critical customer or operational issues to senior management.

Key Performance Indicators

• Team productivity
• Sales/purchase conversions
• Customer turnaround time
• Employee attendance and discipline
• Pending cases
• CRM compliance
• Customer complaints
• Daily target achievement
• Operational accuracy

Candidate Requirements

• Any Degree; MBA preferred for experienced candidates.
• 2–5 years of experience in operations, retail, sales or team management preferred.
• Strong leadership ability.
• Excellent communication and people-management skills.
• Ability to work with KPIs and reports.
• Strong problem-solving and coordination skills.
• Comfortable managing multiple departments simultaneously.