Give training of JIRA & Other tools to internal (QA analysts) and Client side (AMs) with the proper follow up.Give training to the team of daily tasks & maintain Process Manuals with the updated information.Create Workload allocation and forecast FTE's for the Quarter.Participate on weekly meetings with ABC Account Managers presenting the various Daily Weekly & Monthly Status Reports.Create estimations for incoming tasks and provide the list of risks and recommendations keep updated the incoming campaigns report.Feed the process with improvement actions for continual improvement.Recognize high performance and reward accomplishments with nominations for monthly RNR (Rewards & Recognition)

Monitor day-to-day operations & check targeted clearance/Quality each day for respective shiftsDiscuss Monthly score cards with the team members to share their PerformanceMonitor team performance and report on metrics on weekly and monthly basisRespond to client escalations received within the agreed timelines with complete Root cause analysisMonitor and ensure smooth functioning of Automation tools created within the deal by sharing timely feedback'sRecognize high performance and reward accomplishments with nominations for monthly RNRAchievements:Successful onsite KT (Spain-Bilbao) and deployment of 3 LOB's into ProductionBringing the Local Team up to speed with Onshore in a Span of 4 months.

Responsibilities:Primary Interface to facilitate business needs on existing platform and focus to increase the usage and deliveryDrive adoption of platform service / solution, & strategize increase in adoption numbersExecute training and learn sessions or any other sessions aimed at increasing awarenessOwn and drive special projects, in alignment with Delivery Managers, for higher adoption / better processes /better cockpit functionalitiesMonitor content freshness via reports and raise appropriate steps to ensure content freshnessExecute identified actions / plans to increase share of process / information with business usersLead the content migration work and review the activities of Support TeamAchievements : Successful transition of SharePoint data from old to new platform for 4 Areas in NALA regionAppreciations and recommendations from Stakeholders and Vendors for Noise free delivery

Responsibilities:Give training to the team of daily tasks & maintain Process Manuals with the updated information.Create Workload allocation and forecast FTE's for the Quarter.Participate on weekly meetings with ABC Account Managers presenting the various Daily Weekly & Monthly Status Reports.Create estimations for incoming tasks and provide the list of risks and recommendations keep updated the incoming loadDiscuss Monthly score cards with the team members to share their PerformanceMonitor team performance and report on metrics on weekly and monthly basisRespond to client escalations received within the agreed timelines with complete root cause analysisMonitor and ensure smooth functioning of Automation tools created within the deal by sharing timely FeedbackRecognize high performance and reward accomplishments with nominations for monthly RNRAchievements:Successful transition of the First call resolution team and 95% SLA's Met recognized by the FCR clientGrown within the deal from Agent to SME and later to Team Leader.Recognized for Sales & Service team performance in various months

Responsibilities:Collection of late payment dues from Gold Platinum & Black category customersMonthly reporting of team performance as added responsibilityAttending to manager rebuttals in absence of Lead, & responding to Customer emails.Achievements:Successful transition from collections for Credit card customers to Charge and Corporate cards.