Sr. Manager - Operations

Key Responsibilities

• Control attrition by resolving employee issues through a transparent and supportive approach
• Assist new hires in adjusting to the work environment and performance expectations
• Track potential attrition cases and intervene to retain employees
• Participate in warning systems and use EWS (Early Warning System), open houses, and retention tools effectively
• Drive quality control through daily audits and feedback by TLs/QAs, focusing on new and underperforming agents
• Utilize agent tenure and banding data for quality monitoring and targeted improvement
• Handle client escalations, maintain and track escalation closure using tracker sheets
• Manage day-to-day staffing to ensure low shrinkage and adherence to roster shifts through daily commitment checks
• Lead performance management efforts, set targets using goal sheets, and provide regular feedback
• Conduct daily briefings and reviews to communicate updates and maintain team alignment with targets and product knowledge