• Provide coaching and feedback to team members to enable them to improve performance.• Provide accurate and analytical reports to management in a timely manner.• Assist in automating reports so management can view reports on real-time basis and as per their requirements.• Responsible for analyzing and maintaining team level agent MIS, Created several tools in Excel like: Work Allocation tool, Production time sheet, Analyze Productivity tool, Break Defect Analyzer, First In First Out tool and many more.• Create the Report of Production hours and Extra Time for the team Quality Score (in the Form of Dynamic Chart)• Create the Dashboard (Using Charts, From Control and Excel formulas)• Sound knowledge of MS Excel, VBA macro and SQL.• Creation of MACROS for reducing repetitive work• Achieve team SLA(Service level agreement) on day-to-day basis• Handle escalations and proactively identify control measures.• Ability to foresee and respond proactively on floor.• Assisting Ops-AMs in identifying training needs for the agent and process level issues that can help improve performance.