Achievements:Consistently top performing team executive for respective process.Has been promoted as team Executive through IJP(Internal job posting)Has been awarded as retention champ Duties and Responsibilities:Motivation, leadership for a team of more than 20 and developing future leaders.Delivery of team sales, service level components, quality and productivity targets & indicators.People Management, including all HR related issues, as well as staff developmentOperational Management: Managing the floor, adherence to schedule. Ownership and problem resolution.Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.Training and development of staff.Recommendations for product and process development based on customer feedback and analysis of the same.Conducting performance appraisal for the team.Contribute for the initial hiring and selecting process of the front line.Compiling reports on team’s performance and customer feedback.Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to managementRequired making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes.Possesses certain additional supervisory level authority for reversal of charges. Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business. Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.Responsible for monthly process review with the client.Responsible for shift planning as well as leave planning of the employees to meet company’s target.