Operations Head

• Manage day to day operational management of the team and ensuring consistent delivery on the Service Level Metrics, as defined for the process. • Handling a span of 100+ agents for a complete Consumer life cycle which varies from Inbound support to Complaint Management for Microsoft Care Sales Globally.• Manage the team efficiently to maximize agent utilization. • Ensuring adherence to controls and procedures, and monitoring the operational health of the process through the quarterly RCSAs (Risk Control Self-Assessment Grids).• Tracking agent/ team performance on quality, and working with the Quality and Training team to develop training schedules/ plans.• Identify potential Managers from the Supervisors and groom them to take on higher responsibilities.• Keeping the team and self-updated of all process changes/ process highlights, at all times• Analyze performance results and implement department improvements.• Responsible for cost, quality and turnaround time of all processes assigned.• Build continuous process improvement capability across the Delivery Hub by leading, sponsoring and overseeing process improvement projects.• Drive down managerial and administrative overhead cost.• Responsible for expense management.• Proactively identifying & resolving problems, - reversing negative performance, controlling costs, automating reports, maximizing efficiency & productivity.• Responsible to ensure absolute manpower planning for process and sustaining changes in accordance with new updates/launches/issues• Regular engagements with Clients and Senior Management for Weekly/Monthly/Quarterly reviews• Responsible for delivering the feedback of new launch devices/services to Sales/Repair team via weekly calls and ensuring proper feedback being shared to improve the products/services

Team Lead Manager

• Handled the Mobile account of Inbound technical support, Email, Chat, Social media Queue and responsible for:• Managing a team of 20 advisers for customer support delivery.• Preparation and submission of daily, weekly and monthly reports. (For E.g.: Efficiency tracker, quality report, monthly performance report etc.)• Prioritizing and managing multiple tasks simultaneously.• Handling the real time escalations and supervisor calls with high success rate.

Technical support executive supporting in country customers for Mobile devices.