Team Leader

1point1

8 - 13 years

8 - 13 Lacs

Mumbai Maharashtra India

Posted:14 hours ago| Platform: Foundit logo

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Skills Required

real-time tracking shrinkage control agent coaching call listening Kpi Monitoring Attrition Management

Work Mode

On-site

Job Type

Full Time

Job Description

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

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