Gourab Das Email and Phone Number

Responsibilities :-1. Monitoring real time queues and service level.2. Preparation of daily / Weekly / Monthly reports.3. Preparation of weekly performance / KPI reports and maintain performance dashboards.4. Preparing real time ad-hoc reports as per requirement.5. Managing all breaks for all team members.6. Preparation of Weekly / Monthly call forecast, resource planning and FTEforecast.7. Preparation of Weekly / Monthly Scheduling and Roster.8. Maintain monthly leave tracker for team.9. Root cause analysis (RCA) of SLA deviations, action plan development and resolution.10. Monitor service level & associated metrics.11. Maintain all Historical data.

Responsibilities :-1. Consistently meet teams targets.2. Develop team members including training new hires.3. Support urgent requests and projects while collaborating with cross-functional teams.4. Ability to prioritize key work types and drive to closure in a timely manner.5. Review content and posts and classify according to policy.6. Make decisions to keep or remove content through ambiguity.7. Demonstrate a thorough understanding of online videos and social media products.8. Understanding of cultural context while reviewing content.9. Be adept at constant policy updating & changes.

Responsibilities :-1. Open and maintain customer accounts by recording account information.2. Resolve product or service problems by clarifying the customer's complaint, determining the causeof the problem, selecting and explaining the best solution to solve the problem, expediting correction oradjustment, following up to ensure resolution.3. Maintain financial accounts by processing customer adjustments.4. Recommend potential products or services to management by collecting customer information andanalyzing customer need.5. Prepare product or service reports by collecting and analyzing customer information.6. Contribute to team effort by accomplishing.