Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.• Monitor interaction between staff and callers to ensure quality assurance standards. Leading workflow distribution and floor management to ensure service levels are satisfied. • Maintaining service, talk/wrap time, and consumer satisfaction levels.• Driving the development of superior customer service and high performance.• Review call center statistics to measure staff performance and the need for improvement• Meeting Client SLA’s adhering to company policy.• Conducting the weekly review of the Contact center.• Maintaining performance reports • Vendor Management including reviews with Contact center, value addition to the Client and to meet all SLA's• Identifying potential team members & giving additional responsibilities based on competencies and mentoring & grooming them for the next level• Driving & monitoring process improvement projects towards increasing efficiency, productivity and reducing time lines• To manage & improve overall operations & quality of process, and ensure customer& client satisfaction

• Handling 3 Contact center operations with 150 manned seats• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.• Monitor interaction between staff and callers to ensure quality assurance standards. Leading workflow distribution and floor management to ensure service levels are satisfied. • Maintaining service, talk/wrap time, and consumer satisfaction levels.• Driving the development of superior customer service and high performance.• Review call center statistics to measure staff performance and the need for improvement• Meeting Client SLA’s adhering to company policy.• Conducting the weekly review of the Call center.• Maintaining performance reports • Vendor management including reviews with Call center, value addition to the Client and to meet all clients SLA's• Identifying potential team members & giving additional responsibilities based on competencies and mentoring & grooming them for the next level• Driving & monitoring process improvement projects towards increasing efficiency, productivity and reducing time lines• To manage & improve overall operations & quality of process, and ensure customer& client satisfaction

 To meet All SLA’s and ensure client satisfaction by ensuring quality deliverables to clients within specified timelines To Handling a Team Size of 2 Asst Managers 9 Team Leaders  Responsible for Manage and monitor ( Contact center/DSA/Franchisee) performance against a competitive weekly scorecard tracking of performance indicators to ensure compliance with SLAs  Responsible for Handling the BPO Operations team of, Managers, Team Leaders and Relationship Managers and monitor team productivity & ensuring Service Level Agreements are met  Responsible for Setting up Franchisee Operations in different city  Responsible for Handling Doctors and Technicians Team  Responsible for Handling Networking team for tie ups with Hospitals/Medical centers/ Diagnostic centers.  Monitor and analyze Doctors operational performance  Monitor and analyze operational performance to improve customer satisfaction, performance quality, efficiency and productivity by call listening activity.  Performed manpower planning, staffing & scheduling of agents in coordination with the Work Force Management team  Conduct monthly one on one with direct reports comprising of AM’s , Team Leaders and 25% of bottom outliers of their respective teams. This is to ensure policy and procedural understanding and compliance, quality call handling, and high productivity levels  Analyzing and defining training and quality monitoring requirements to the bottom quartile of employees.

• Handling 100 Agents and 8 TL’s.• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.• Monitor interaction between staff and callers to ensure quality assurance standards. Leading workflow distribution and floor management to ensure service levels are satisfied. • Maintaining service, talk/wrap time, and consumer satisfaction levels.• Driving the development of superior customer service and high performance.• Review call center statistics to measure staff performance and the need for improvement• Meeting Client SLA’s adhering to company policy.• Conducting the weekly review of the team leaders.• Maintaining performance reports • Client Management including reviews with Client, value addition to the Client and to meet all clients SLA's• Identifying potential team members & giving additional responsibilities based on competencies and mentoring & grooming them for the next level• Driving & monitoring process improvement projects towards increasing efficiency, productivity and reducing time lines• To manage & improve overall operations & quality of process, and ensure customer& client satisfaction

Core Responsibilities:• Handling 200 Agents and 10 TL’s.• To achieve all Internal/External SLA’s AHT, Staffing Adherence, Abandoned% Occupancy.• Manage and review ACD data on daily, weekly and monthly basis .• To ensure that adequate staffing is available on a daily basis • Ensure customer satisfaction & delivery as per SLA• Presenting review to the Clients as well as In house managements on monthly basis.• Strategic planning’s for upcoming month• Driving quality consciousness on the floor, reviewing audit data & taking corrective actions• Driving &Monitoring process improvement projects towards increasing efficiency• Identifying training needs and arranging training for Team Leads and CSR• To Control absenteeism and attrition• Maintaining service, talk/wrap time, and consumer satisfaction levels.• Driving the development of superior customer service and high performance.• Review call center statistics to measure staff performance and the need for improvement• Conducting the weekly review of the team leaders.• Maintaining performance reports

• Preparing Reports for three different processes.• Client billing for production floor.• Meeting urgent timelines & accuracy of reports (internal & client reporting).• Preparing the Daily Internal MIS & Roster Reports to understand the need for improvement, realize the opportunity for growth and expansion of process at the Call Centre.• Maintaining daily, weekly & monthly tracker for calls trend.• Responsible for the service levels, abandoned rate & AHT.• Coordinating with different teams on a higher level for process improvement.• Assisting Managers in their daily routines with assessment and performance of the entire teams within the process with proper and timely audits as & when required.• Coordinating with HR to keep a check on Manpower Count.

• Preparing Reports for three different processes.• Client billing for production floor.• Meeting urgent timelines & accuracy of reports (internal & client reporting).• Preparing the Daily Internal MIS & Roster Reports to understand the need for improvement, realize the opportunity for growth and expansion of process at the Call Centre.• Maintaining daily, weekly & monthly tracker for calls trend.• Responsible for the service levels, abandoned rate & AHT.• Coordinating with different teams on a higher level for process improvement.• Assisting Managers in their daily routines with assessment and performance of the entire teams within the process with proper and timely audits as & when required.• Coordinating with HR to keep a check on Manpower Count.