Amal Gupta Email & Phone Number

As a Vice President at Tarika Technologies, I understand the process requirements and take necessary steps for the improvement and the growth of process. Making necessary reports and doing analysis on how to do the things in a better way.Ensuring that the quality and the productivity is in place and the client is satisfied.Giving process training to the Agents and the managers.Interacting with the client on a frequent basis and taking their feedback.

I started my job with the company North Star India Pvt. Ltd. which was later acquired by OKS Spantech Pvt. Ltd. and I was promoted as a Team Leader there.Responsibilities as a Team Leader:Process: To handle the process as per client’s requirement. To send different types of reports to my superiors internally, and to the Client maintaining complete transparency.Training: To train all the potential as well as old Agents on process, soft skills & basic phone etiquettes so as to make them well versed with the campaign and voice modulation. Applauding ‘performers’ and motivating ‘under performers’, to keep everyone on the same platform.Quality: To barge live calls and listen to voice recordings of different Agents, and giving feedback thereafter, just to ensure premium call quality and to make sure that everything is in accordance to the campaign and client requirements. To do role-plays with the Agents to give them a hang of things as it becomes a dress rehearsal for them before taking live calls.Floor Supervision: To do effective floor supervision so as to check whether there is no misappropriation of data and to see that the Agents are regularly motivated as calling is a monotonous job.Team Handling: To handle the team in a proper manner which includes solving their queries and taking care of day-to-day requirements, which facilitates the binding of a team.

Responsibilities as a Team Leader:Process: To handle the process as per client’s requirement. To send different types of reports to my superiors internally, and to the Client maintaining complete transparency.Training: To train all the potential as well as old Agents on process, soft skills & basic phone etiquettes so as to make them well versed with the campaign and voice modulation. Applauding ‘performers’ and motivating ‘under performers’, to keep everyone on the same platform.Quality: To barge live calls and listen to voice recordings of different Agents, and giving feedback thereafter, just to ensure premium call quality and to make sure that everything is in accordance to the campaign and client requirements. To do role-plays with the Agents to give them a hang of things as it becomes a dress rehearsal for them before taking live calls.Floor Supervision: To do effective floor supervision so as to check whether there is no misappropriation of data and to see that the Agents are regularly motivated as calling is a monotonous job.Team Handling: To handle the team in a proper manner which includes solving their queries and taking care of day-to-day requirements, which facilitates the binding of a team.