8.0 - 13.0 years

8 - 13 Lacs

Mumbai, Maharashtra, India

On-site

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Key Responsibilities Communicate comfortably in both English and Hindi Conduct daily pre-shift meetings and align team on expectations Maintain shrinkage and attrition control within acceptable limits Share daily APR with team and set clear expectations Track agent performance in real-time and provide effective feedback Escalate non-improvement cases by following HR policies Assist advisors with process-related issues as needed Share timely reports with relevant stakeholders Address groups effectively and confidently Identify agents areas of improvement, create action plans, and ensure follow-up Work in a 24x7 process with rotational week-offs and no fixed public holidays Take KRA calls or log in if required Conduct daily call listening to assess improvement areas Ensure team meets KPI targets such as Shift Adherence%, Attrition%, CSAT, and agent bucketization

Posted 20 hours ago

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