- Continuously monitor daily operational and productivity metrics such as attendance, completed calls, etc.
- Downloading the adherence report every 30 minutes and dynamically driving the adherence targets.
- Proactively manage team productivity. Conduct regular checks. Encourage pre-planned leaves to forecast and track team shrinkage and track team availability.
- Enforce necessary actions as and when needed for disciplinary cases (e.g., coaching for excessive absences)
- Daily discussions with Assistant Managers (AMs) to address metric issues and implement solutions.
- Provide hands-on support to agents, aiding performance improvement and addressing queries (e.g., product-related queries and how to deal with specific types of customer experience situations and issues).
- Ensure coaches adhere to Quality Assurance (QA) feedback, identifying recurring weak areas, any patterns, and constant poor performers.
- Preparing monthly reports on such patterns and discussing POA (short-term solutions) with the Assistant Manager
- Enforce 100% compliance with any floor updates.
- Conduct QA/call calibration sessions twice a week with all Team Leaders (TLs) to maintain information parity.