Role & responsibilities
- Provide transparent expectations and deadlines to the reporting managers
- Support managers in their daily tasks and routines
- Mentor, motivate, and develop Managers / team leads
- Ensure the circulation of any needed communication is translated from the Managers to the Team leads and then to the Agents.
- Create an atmosphere for feedback and sharing ideas (open door policy)
- Discuss & set personal targets with each Manager reporting
- Daily monitoring and reviewing of team performance (data)
- Organize and carry out weekly/monthly/quarterly and yearly performance reviews
- Set deadlines and action plans to improve on any gaps within performance
- Organize & run regular Sr Managers and monthly Managers / Team Lead meetings
- Assess received feedback from colleagues / reportees
- Prepare and review reports. Callout/highlight discrepancies if any
- Discuss/report performance of the day/week and special issues - quality wise with Managers
- Discuss or escalate daily issues and report Day Summary to VP




- Ensure that the managers are aligned with WFM to fix any gaps noticed
- Highlight any risk, concerns, process needs, technical issues
- Learn and understand all E2E (end to end) workflows for respective LOB's
- Learn and understand the KPI and service fee contractual agreements and expectations for B2B
- Attend and participate in departmental meetings (Process team/Leadership alignment meetings and review meetings internal stakeholders )
- Manage and troubleshoot any escalations outside the leads control
- Participate in interviewing Team Leads and above positions alongside HR
- Perform skip level meetings
- Deepdive into processes where automation or processes can improve or be applied
- Stay up to date on industry news and insights along with internal announcements
- An advocate to our core values
- Attrition avoidanceTarget and objective setting/monitoring
- Active participants in the RNR programmes and employee recognition
- Adapting well to c

📌 Senior Manager (Mumbai)
🏢 Etraveli
📍 Mumbai