• Manage end to end operational deliverables of a span consisting of 140-150 heads and strategize to ensure all KPIs are in line with Client expectations.• Enhance efficiency by streamlining operations and conduct effective resource planning to maximize productivity of resources.• Gather and analyze performance data for weekly/monthly Business reviews with client and internal stakeholders.• Liaise with support functions to drive process improvement initiatives and reinforce higher standards for customer experience.• Hire, coach and provide training to personnel to maintain high customer service standards• Evaluate performance of Reward & Penalty metrics against desired target and devise plans to mitigate impact/ maximize revenue

• Managed end to end deliverables of Nesting (OJT) span consisting of 80-100 agents.• Ensured Speed to Proficiency as desired by client and drove measures to maintain optimum learning curve.• Developed OJT Curriculum and devised assessment mechanism; revised (upgraded) it periodically to ensure effectiveness and relevance.• Spearheaded initiatives pertaining to Talent development amongst Supervisory Pool (TLs/SMEs/Trainers).• Reinforced Coaching framework and validated coaching effectiveness.

• Managing 20 customer service associates; monitoring and coaching on their areas of improvement.• Ensuring all performance KPIs are met while team is highly motivated to achieve defined goals.• Facilitating team meetings and delivering informative training on new products and system releases.• Initiating and driving Performance Improvement plan for outliers in team.

• Trained and Mentored Seasonal Batches.• Provided Floor Support to ensure agents' queries are addressed in desired time frame.• Monitored transactions, coached agents in BQM program.

• Provided customer support via email for issues pertaining to account, content, download and billing.