Key Responsibilities

Performance &

- KPI Management

- Own and drive team-level KPIs and KRAs, including CSAT, SLA adherence, abandonment rate, answered calls, and average speed of answer (ASA).

- Conduct daily huddles, weekly performance reviews, and monthly business reviews to track progress and address gaps.

- Implement double-layer auditing and SME/TL case checks to ensure quality consistency across all interactions.

- Analyze performance data to identify root causes and implement corrective action plans.

WIP &

- Backlog Management (Non-Voice)

- Manage Work-In-Progress (WIP) for email/mail processes to prevent backlog accumulation and ensure timely resolution.

- Track aging tickets, prioritize urgent escalations, and maintain SLA compliance for all non-voice channels.

- Forecast volume trends and adjust staffing or cross-skilling plans proactively to manage peaks and reduce backlog.

Team Leadership &

- Development

- Lead, coach, and mentor a team of agents and senior agents across voice and non-voice streams.

- Conduct regular 1:1 coaching sessions, performance feedback, and individual development planning.

- Drive accountability and ownership within the team; encourage proactive escalation of risks and support needs.

- Identify training gaps and collaborate with QA/Training teams to deliver targeted upskilling.

- Manage attendance, scheduling, and workforce adherence in coordination with WFM.

- Perform daily audits and deliver actionable coaching to maintain alignment with quality benchmarks and CSAT targets.

Operational Excellence &

- Stakeholder Management





- Serve as the primary escalation point for complex customer issues and internal stakeholders.

- Prepare and present daily end-of-day reports, weekly quality updates, and action plans to leadership.

- Collaborate with cross-functional teams (QA, Training, WFM, Tech) to improve processes and reduce repeat contacts.

- Support AI/bot integration and future automation initiatives to enhance efficiency and scalability.

Required Qualifications &

- Experience

- Minimum 3 years of team-leading experience in a contact center environment, managing both voice and non-voice processes.

- Proven track record in KPI/KRA management, SLA governance, and performance turnaround.

- Strong experience in WIP and backlog management for email/mail operations.

- Excellent verbal and written communication skills; ability to draft professional stakeholder updates and action plans.

- Proficiency in contact center tools (CRM, ticketing systems, WFM, QA platforms).

- Strong analytical skills with the ability to interpret data and drive actionable insights.

- Certification in Contact Center Management, Six Sigma, or Lean methodologies.

Core Competencies

- Leadership &
- Accountability: Takes ownership of outcomes; leads by example and drives team performance.

- Customer-Centric Mindset: Balances operational efficiency with exceptional customer experience.

- Data-Driven Decision Making: Uses metrics to identify root causes and validate improvements.

- Adaptability: Thrives in agile, high-volume environments with shifting priorities.

- Stakeholder Communication: Articulate, concise, and professional in all interactions.

📌 Team Manager (Gurugram)
🏢 Emaar India
📍 Gurugram