Deepak Gupta Email & Phone Number

Delhi Area, India

New Delhi Area, India

Job Description: - - Controlling people attrition and absenteeism by being People focused with orientation of resolving people related issues. Giving adequate time to all people in my team.- Quality and customer focused by ensuring the quality targets and activities are planned and controlled.- Process metrics management like ACHT, Sales, Dial out, Conversions, Login hrs, C-SAT scores, Call quality scores, Product test scores etc as defined for my level.- TL level feedback for quality and product - Escalation to supervisor.- Able to project client escalation and control proactively- Able to communicate to client for help required and escalations- Coordinate with support functions for team approach- Reviews with client and internal management- Achieving goals by removing hurdles.- To ensure team participate in quality/training calibration activities- Login hours adherence of 8 hours productive per day by ensuring Team complete the hours as per their roster.- Correct attendance marking, sharing and getting errors corrected timely for TL teams- Ensuring Product and process knowledge Test are conducted and entire team is covered. - Internal Escalations: Able to highlight issues in process to supervisors for closure of the same like. - Systems down time, connectivity of data and other support failure.- Feedback adapting: able to take feedback openly by thing it as an opportunity.- Ensuring ABCD ranking of my Team (TL)- Taking initiatives for process improvement.- Reduce client escalations by tacking open points in customer VOC/VOB, review, MOMS etc.- Study market for process comparison and share analysis with External and Internal customer- Ensure KRA are understood and revised whenever required. Sign off is taken from all layer below me.- Monthly R&R for my team by means of certifications, awards and functions in the process.- Able to give the process improvement suggestions- Coordinate with internal functions for support required

Gurgaon, India

Gurgaon, India

Noida, India

Aissce, Humanities

Education record