Employee retention and Shrinkage control • Managing team of 20-25 associates, engaged in collection business for one of the US based client • Report preparation and sharing it with the team • Call Audits and feedback sharing • Performance Management of the team • Coaching agents to improve performance • Conducting team huddle • Attending Call Calibration with Onshore and Offshore Quality and Vendor management team • Receiving updates from the client and cascading further • One-O-One performance review with the team members • Sharing RCA on missed KPIs with the management • Conducting PKT in coordination with training and quality team basis TNI done through Call Audits • BQ performance management.