In this role, I manage Channels: Chat, Email• Levels of support: Level 1 and Level 2• Managing the floor and maintaining SL (service level), client reports, andday-to-day metrics.• Coordinated cross-functional teams to ensure timely delivery of products and services.• Developed and implemented operational procedures to ensure quality standards are met.• Implemented innovative strategies that reduced operating costs while maintaining high levels ofcustomer satisfaction.• Managed staffing needs through recruitment, selection, onboarding and training, disciplinary actionas necessary.• Collaborated with the management team on long-term strategic planning initiatives for the organization.• Collaborated with other managers across the organization to develop strategies that supportoverall company objectives.• Maintaining and improving call center operations by monitoring account performance; identifyingand resolving problem, preparing and completing action plan• Report Generation for the client and the program at regular intervals.• Conducting weekly and monthly reviews of Team Lead and other support functions to discussoperational gaps, convey client’s requirements, and bridge gaps to attain maximum throughput ofthe campaign.• Improve the operational systems, processes, and policies in support of the organization's mission-- specifically, support better management reporting, information flow, and business process andorganizational planning.• Meeting clients requirements and bridging operational gaps to attain the same through monthlyglobal management meet, client calls, and global operating system

Manage 50+ FTE and ensure a smooth transition of those FTE from hiring to production. Ensureprocess defined guidelines are followed and expected performance criteria’s are met.• Maintaining and improving call center operations by monitoring account performance; identifyingand resolving problems(Weekly SKIP); preparing and completing action plans• Managing Teams on various parameters like Absenteeism, Attrition, AHT (Average Handling Time)CRD target (Calls per rep/day), Csat (Customer satisfaction survey), and Sales.• Daily monitoring of calls closed, giving feedback, and coaching agents for development.• Deep Diving on reasons behind customer dissatisfaction/No first call resolutions/ Customercomplaints and directing subordinates to rectify the defects.• Performing data analysis and reporting the findings to management which would help inimproving business function.• Counseling and talking to probable attrition cases and retaining them.• Offer appropriate advice and guidance to team members. Maintain effective communication andempathy across all levels – superiors, peers, and team members. Communicate performancestandards, monitor, provide feedback, review and recognize and reward all achievements.

• Team supervision and performance management.• Responsible for team governance of 25+ associates• Shrinkage/Attrition/Performance Delivery• Initiation of Performance Management• Attrition Control• Employee Growth

Handle escalated issues from Level 1 support teams, providing advanced troubleshooting and resolution.• Maintaining process level KPI’s - C-Sat, AHT, Call/Chat & Quality.• Monitor and manage support workflows and queues to optimize response times and service levels.• Coordinate with other departments to ensure effective resolution of technical problems.