Attrition control - by ensuring people are taken care and well guided and their controllable issues are closed with transparent approach.
Giving focus to new people by helping them to adjust in work environment and demands.
Tracking probable attrition and helping them to resolves their issues.
Participating warning systems tracker used by organisation. Using EWS for open houses and retention tools.
Quality control by ensuring daily audit and feedbacks by TL/QA. Same to be based on the performance of the people. Thus giving focus to new and poor performers more.
Using the Agent Tenurity and Banding as base for quality monitoring.
Handling client escalations and close looping
Track escalation tracker sheet for close looping.
Handle day-to-day staffing issues to ensure low shrinkages by taking daily commitment of TL/AM adherence to roster shift.
Performance management of his team provide status updates of performance indication trends at regular intervals to his team.
Using goal sheet for setting target for metric, tracking and feedback. Looking at people current performance and focus on low performers.
Daily briefings and reviews to keep his team updated on new updates and abreast to product/process knowledge.
