Sr. Manager - Operations

1point1

9 - 18 years

9 - 17 Lacs

Bengaluru Karnataka India

Posted:2 weeks ago| Platform: Foundit logo

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Skills Required

attrition tracking quality audits EWS tools escalation handling performance metrics shrinkage control

Work Mode

On-site

Job Type

Full Time

Job Description

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

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