About the Role

You will lead a large team of telecalling and chat agents, own end-to-end operational delivery, and drive KPI performance across CSAT, productivity, quality, and retention. The role demands a hands-on leadership style, strong analytical capability, and the ability to collaborate across technology, content, and business teams to drive both BAU operations and continuous improvement initiatives.

Key Responsibilities

Team Leadership Operations
- Lead a large team of telecalling and chat agents across day-to-day operations.
- Lead and completely own day-to-day operations, including manpower planning, hiring, training, and culture development.
- Define roles and responsibilities of recent hires, conduct interviews and assessments.
- Build a positive, motivational culture and drive outcomes.
- Ensure proper training and development of all agents.

Performance Management
- Define, monitor, and improve key KPIs for the entire team, including the number of calls, talk time, CSAT, quality of interaction, and retention percentage.




- Interpret and analyze performance data to identify opportunities for improvement in KPIs, including CSAT, productivity, and quality.
- Develop and implement strategies to enhance team performance, motivation, and overall productivity.
- Conduct performance evaluation of the team based on KPIs, share feedback, and manage appraisals.
- Identify initiatives across people, process, and technology to improve agent KPIs.

Process Stakeholder Management
- Work with cross-functional teams to drive tech initiatives and ensure BAU operations, including resolving tech bugs.
- Manage stakeholders across the organization.
- Draft and implement policies covering attendance, KPIs, incentives, and Performance Improvement Policy.

*Responsibilities may evolve based on operational requirements.*
Job Requirements:

Education
- Bachelor s degree in Engineering, Business, Marketing, Computer Science, or a related field.

Experience Skills
- 4 5 years of e

📌 Senior Manager (Mumbai)
🏢 Fusion CX
📍 Mumbai