Responsibilities

● Maintain the discipline of the team in terms of Login/Logout and Breaks.

● Providing the detail information on the issues of customers related to Onboarding calls

● Auditing the calls of the teammates and looking for areas of improvement on calls.

● Giving the training to the new joinees as well as to the team in case it is required

● Maintain the leave request of the team members as per the workload with a proper tracking system.

● Looking into the requirement of the headcount as per the load,so that we can hire the staff accordingly.

● Focusing on the Conversion percentage to bring it above the current percentage of 4%

● Make sure that team is achieving the daily benchmark of 400-450 calls.

● Make sure that the team is giving the detailed information to the customers as per the guidelines given to them.

● Make sure that the audit rating should go up on a monthly basis from the current rating of 3.01, which can only be done with proper auditing.