•Responsible to drive Accuracy and Efficiency•Initiatives – Supporting Q&CD in six sigma initiatives•Initiatives – Focal/SPOC for all IT Assets and IT Issues•Take open issues to the Cross Functional Team (CFT) on behalf of the site.•Work Force Management and ensure even distribution of work•In charge of Operations and Quality Team at KCoE HYD•Regular Team Management routines such as driving quality and productivity, coaching and development of each and every team member, analyze training needs of agents and develop/implement training programs; At the same time taking care of Absenteeism and Attrition by constantly being in touch with all associates via daily/weekly team meetings and regular one-one sessions

•Lead a team of 15-20 call taking agents.•Developing and driving a “CE First” culture.•Handling Escalations referred by agents.•Improving FCR for the team•Regular Team Management routines

•Lead a team of 7-8 call taking agents.•Developing and driving a “CE First” culture.•A single point of contact for managing/driving open/multiple contact queries.•Ensuring customers’ issues are resolved without delay and to optimum customer satisfaction.•Regular Team Management routinesAs a Team Coach....•Audit calls and cases, Provide feedback and Coach the agents.•Help the agents to improve customer handling skills by relating differences of Task and Customer Oriented approaches. •Provide regular feedback through call audits with an enhanced customer experience as the end result.•Directly responsible for achieving the monthly and quarterly targets set for the team•Playing a vital role in implementing the proper coaching and training in the team to achieve VOC targets•Owner for the automation of the E-Talk audit sheets