Employee Retention Manager

Reports to :  Senior TL (Team Leader Manager)

Location : Gurugram

Team :  Supports 1 Senior TL, 4 Team Leaders, 150 experts

Role Overview

The HR Engagement & Retention Manager is a critical operations and support role responsible for enabling expert success through flawless execution of onboarding, retention, compliance, and administrative functions. You will be the operational backbone of your vertical (Tarot, Astrology, or Energy Healing), allowing Team Leaders to focus purely on coaching while you ensure experts have everything they need to thrive on the Coto platform. This role requires exceptional organizational skills, attention to detail, and the ability to manage multiple priorities across 150 experts.

Key Responsibilities

Onboarding & Activation (0-30 Days)

• Own the complete onboarding process for all new experts in your vertical
• Conduct welcome orientations, platform training, and initial setup sessions
• Ensure profile completion, background verification, compliance documentation
• Track onboarding milestones : profile approval, first availability set, first session completed
• Coordinate with Team Leaders for smooth handoff after Day 30
• Troubleshoot technical issues during onboarding (platform access, payment setup, etc.)
• Target :

85% completion rate within 30 days

Retention & Engagement

70% expert NPS

Progression & Performance Tracking

Compliance & Quality Assurance

Attendance & Punctuality Management

95% session attendance rate,

Incentives & Motivation Programs

80% expert participation in incentive programs

Leaves & Time-Off Management

Payment Administration

95% on-time payouts

Operational Excellence

Success Metrics

Primary KPIs

85%

70

80% weekly, availability fill rate >

60%

4.5 / 5

Supporting Metrics

95%, no-show rate

80%

Team Support

4.5 / 5

Qualifications

Required :

Preferred :

Skills Required

Tableau, Crm Systems, Sql, Spreadsheets