9.0 - 18.0 years

9 - 17 Lacs

Bengaluru, Karnataka, India

On-site

Key Responsibilities Control attrition by resolving employee issues through a transparent and supportive approach Assist new hires in adjusting to the work environment and performance expectations Track potential attrition cases and intervene to retain employees Participate in warning systems and use EWS (Early Warning System), open houses, and retention tools effectively Drive quality control through daily audits and feedback by TLs/QAs, focusing on new and underperforming agents Utilize agent tenure and banding data for quality monitoring and targeted improvement Handle client escalations, maintain and track escalation closure using tracker sheets Manage day-to-day staffing to ensure low shrinkage and adherence to roster shifts through daily commitment checks Lead performance management efforts, set targets using goal sheets, and provide regular feedback Conduct daily briefings and reviews to communicate updates and maintain team alignment with targets and product knowledge

Posted 2 months ago

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