Govind Pg Email & Phone Number

Mumbai, Maharashtra, India

India

Cochin And Middle East

Cochin Area, India

• Handled a team of 50 associates.• Ensuring the process delivery targets and SLAs are achieved as per the client’s requirement• Conducting weekly knowledge checks (assessments) to identify process knowledge deficiencies and mentor the associates.• Perform reviews with all the team members to assess their performance and ensure that they are aware of the metrics and have the relevant product knowledge.• Team huddles to ensure timely communication exists within the… Show more • Handled a team of 50 associates.• Ensuring the process delivery targets and SLAs are achieved as per the client’s requirement• Conducting weekly knowledge checks (assessments) to identify process knowledge deficiencies and mentor the associates.• Perform reviews with all the team members to assess their performance and ensure that they are aware of the metrics and have the relevant product knowledge.• Team huddles to ensure timely communication exists within the team.• Reporting to the campaign manager about the performance of the team against the targets.• Generating daily, weekly & monthly performance reports to study agents need and provide appropriate training for bottom line performers. Show less

Cochin Area, India

• Heading the Product and Process Training team of 7 trainers.• Supporting the training and Nesting team. Motivating the team to exceed expectations.• Scheduling of team members on a weekly basis to ensure trainer availability on a 24/7 basis. • Scheduling Nesting team and support functions.• Coordinate with Clients and schedules the certification for New Hire/floor associates on a weekly basis.• Data analysis and report making based on audits and customer feedback… Show more • Heading the Product and Process Training team of 7 trainers.• Supporting the training and Nesting team. Motivating the team to exceed expectations.• Scheduling of team members on a weekly basis to ensure trainer availability on a 24/7 basis. • Scheduling Nesting team and support functions.• Coordinate with Clients and schedules the certification for New Hire/floor associates on a weekly basis.• Data analysis and report making based on audits and customer feedback. • Representing the P&P team on client reviews and DSAT Calls. • Implementing and facilitating refresher trainings based on TNA observations and client requirement.• Facilitating client certification on process updates.• Coaching and mentoring employees to consistently maintain high customer satisfaction levels. Show less

Master Of Business Administration (Mba), Operations Management And Marketing, First Rank Holder

MBA - Operations and Marketing

Bachelor Of Engineering (B.E.)

Education record