Handling 150 FTEs of customer service in travel industry.managing day to day performance of operations.responsible for KPI like SL, TAT, CPA, C-sat and Quality.also responsible for KRA of operations like shrinkage, attrition and weekly, monthly reviews with clients.Monitor the process performance on day to day basis and define corrective & preventive actions & identify improvement opportunities.- Develop visual and non-visual based SOPs for knowledge-sharing and process improvements.- Develop Strong process Knowledge.- Oversee the successful implementation of Projects assigned.- Prepare reports and maintain records of work accomplishments and administrative information, as required.- Understand project requirements, coordinate with resources and direct the projects in the right direction in a timely manner.- Willingness to work in dynamic, high-growth environment and willing to work in night time in case of project requirements.- Delegate and allocate responsibilities efficiently to manage projects end to end.- Ability to identify strengths and weaknesses of team members and suitably make changes if required.

Monitor the process performance on day to day basis and define corrective & preventive actions & identify improvement opportunities.- Develop visual and non-visual based SOPs for knowledge-sharing and process improvements.- Develop Strong process Knowledge.- Oversee the successful implementation of Projects assigned.- Prepare reports and maintain records of work accomplishments and administrative information, as required.- Understand project requirements, coordinate with resources and direct the projects in the right direction in a timely manner.- Willingness to work in dynamic, high-growth environment and also willing to work in night time in case of project requirements.- Delegate and allocate responsibilities efficiently to manage projects end to end.- Ability to identify strengths and weaknesses of team members and suitably make changes if required.

Achieve Service Levels and Client KPIs Also Achieve the Productivity targets for the team and process.Analyze calls & Emails to identify root cause of complaints.Monitor and maintain quality of interaction with customers.Prepare and submit periodic reports (Inbound/Outbound and emails)Handling Team leaders and span of 150 seaters as per shiftTracking Attendance of the Team, ensure control in Absenteeisms and shrinkage.Attrition HandlingReviewing and evaluating weekly KPI achievement and producing an end of week spreadsheet.Create an open and transparent working environment to ensure associates voice is heard and if necessary appropriately acted upon