The Team Leader will be responsible for driving end-to-end ownership of the Recovery & Retention process, including:
End-to-end ticket assessment, allocation, and prioritisation. Daily monitoring of new tickets and coaching Field Recovery (FR) Engineers to ensure timely attempts. Driving city-level productivity to achieve the committed target of 5.8 recoveries per FE per day. Improving Recovery & Retention conversion rates and reducing ageing cases. Conducting daily governance reviews, performance tracking, and escalation management. Ensuring timely collection of all recovered ONTs from Field Engineers. Ensuring 100% serial number-wise reconciliation and timely submission of recovered ONTs to the designated warehouse. Maintaining complete asset accountability with zero leakage. Publishing daily productivity and operational dashboards. The introduction of the Team Leader role is a strategic initiative aimed at improving execution quality, strengthening operational governance, and establishing clear ownership across all Recovery & Retention activities. We request all stakeholders to extend their full support in ensuring timely onboarding and enabling teams to achieve the committed productivity targets within the defined timelines.
Further communication regarding onboarding schedules, governance cadence, and performance review mechanisms will be shared separately.
