Job description
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.

📌 Team Leader Mumbai
🏢 Fusion CX
📍 Mumbai