Team Management (team size: 150-180)Handling overall 6 Line of Business across Hyderabad & Noida TeamsLead and monitor all the aspects of performance for a group of 150-180 associates and ensuring to track the quality and productivity of teams and report out the sameAssist the new hires & Tenured staff to meet the given GoalsAccurate and timely documentation of dataLoad balancing to ensure that performance metrics are achievedBuild and maintain the effective Team Environment along with maintaining the effective relationships with customersCoordinate with teams to identify the process gaps and opportunities for improvementPartner with leadership to promote the business objectivesDriving the TAT???s for the businesses and ensuring to meet the given client goalsProvide Feedback to management or individuals and bridge the training gap for better performance outputMotivate and engage team members and maintaining the attrition within thresholds

Team Management (team size??? 15-20)Tracking Productivity, login adherence, Quality parameters and providing feedback on performance as per stack rankingClient Management (Handling Calls and Escalation s)New Hire Mentoring1. Tracking - OPPD (Order Processed per day)/ Quality / Order Conversion as well as Errors/COD2. Conducting Frequent refresher trainings and vitality trainings for the new hires / tenured agents (Identifying their SKILL issues)3. Training and imparting the in-depth knowledge of entire cycle of Order Management and Cancel re-enter system/QualityTeam Performance management1. Identifying the bottom quartile performers2. Preparing an action plan for their further improvement3. Conducting one on one for every agent, team huddles for sharing the process updates, identifying issues faced on calls and emails,, providing coaching and feedback4. Handling escalations, expedite received by the clients /customers / stake holders5. Cross Training department - wise for business continuity recovery plan6. Part of the Transformation team and documenting Process Guidelines and providing inputs for Automation of the Process

Getting connected with Customers and resolving issues related to bundle package (TV, INTERNET, and TELEPHONE)Porting of TELEPHONE NUMBER (voice over internet protocol) of US Customers to AT&TAssisting Technician???s on site for installation of productsWorked with competitive local exchange carrier to get valid approval for the request placed by customers and installation of productsWorked on different support function as per requirement to resolve the issue of customers also initiated chats with internal departmentSending reports on daily basis to stake holders and carriersMaking outbound Calls. Responding within agreed time limits to call-outs and making approx. 25 outbound calls every day.Providing Voice, E-Mail, And Customer Services support to the US customers.