Jitendra Das Email & Phone Number

Bhubaneswar, Od, In

Hyderabad, Telangana, India

Meeting the targets in terms of service levels, call abandons, customersatisfaction scores, Call Quality score, etc.Capacity planning for manpower & infrastructure for the call centre onthe basis Call volume projectionsEnhancing Customer Experience: C-Sat, R-Sat, Self-Care Utilization, IVRresolution, Perception Management, maximizing FTR%Process of SLA adherence, Training and Quality Process Audit, TeamBuilding, Review, Engagement & Retention. Rolling out cross-functionalprojects.Revenue related – Enhancing profitability and revenue per person / seatby optimizing agent and seat utilization and building performanceefficiencies.Preparing Operation MIS reports & Analyse report.

Bhubaneswar, Odisha, India

Coached, motivated and developed representatives for all departmentsfor the entire call centerIn charge of development and implementation of a customer servicedepartmentResponsible for updating and adding all product information to anonline help systemAdministered new and ongoing training for all departments in the callcenterIdentified the need for a customer service department and worked tocreate a training program for the new role.Held weekly meetings to discuss customer service and call statistics -devised performance plans if necessaryCreated training manual that was used daily by 100 employeesDay to day managing training KPIs.Sharing Various Training Reports like TNI, Batch Performance Tracker,End to end Certification Tracker, Training Efficacy Report, ilearn analysisDashboard, Dip check Dashboard, Batch Attendance Report, ICFReports., Agent Performance Report to my reporting Training Manager,Refresher training is given to the associates for improving Qualityscores.

Bhubaneswar, Odisha, India

Coached, motivated and developed representatives for all departments for the entire call centerIn charge of development and implementation of a customer service departmentResponsible for updating and adding all product information to an online help systemAdministered new and ongoing training for all departments in the call centerIdentified the need for a customer service department and worked to create a training program for the new role.Held weekly meetings to discuss customer service and call statistics - devised performance plans if necessaryCreated training manual that was used daily by 100 employeesResponsible for training of 15-25 associates in a training batch (Both CLCM, RHD/DHD, TV Process batches).Day to day managing training KPIs.Preparing various training refresher related reports and sharing it with the reporting Manager.Sharing Various Training Reports like TNI, Batch Performance Tracker, End to end Certification Tracker, Training EfficacyReport, ilearn analysis Dashboard, Dip check Dashboard, Batch Attendance Report, ICF Reports., Agent Performance Reportto my reporting Training Manager,Refresher training is given to the associates for improving Quality scores.

Bhubaneswar, Odisha, India

Motivating & inspiring my team members towards their role and goal.Procuring & distributing data to the Team to be called so that team could generate revenue & achieve their daily target.Coordinating with the back-end team on any issues ensuring resolution of customer complaints within TAT.Analysing key performance metrics (AHT, Attrition, Shrinking, ICF, Quality and Calibration) of the process identifying the rootcause of an issue.Handling Goal setting for Floor, according to Service Level Agreements and Monitoring Symposium.Monitoring agent performance and share the feedback.Auditing the calls and share the feedback for how to develop the Call Quality & reduce the AHT.During low sale days need to motivate my team members to do good job.Preparing and sending daily reports, monthly reports to stakeholders.I need to Prepare Payout of the team.I need to Prepare Process Billing Report.Preparing handling report or data as the requirement of client.Post briefing & Pre-briefing the team with product update, and closing the loopholes.To provide proper resolution to my team unless & until the same is not resolved.Achieving the contact percentage, sale percentage & revenue from each individual of the team as per the requirement.I need to act as a bridge between agents and management.Being into the Team Leader it is my responsibility to arrange hurdles and providing product update to the NHTs.Preparing KYT (Know your Team).Preparing daily Manning and sharing with team members.Managing escalations relating to customer service & process. Interaction with other department like Information Technology(IT), Human Resource (HR), Administration (Admin.) to update the policy of the organization.

Bhubaneswar, Odisha, India

Motivating & inspiring my team members towards their role and goal.Procuring & distributing data to the Team to be called so that team could generate revenue & achieve their daily target.Coordinating with the back-end team on any issues ensuring resolution of customer complaints within TAT.Analysing key performance metrics (AHT, Attrition, Shrinking, ICF, Quality and Calibration) of the process identifying the rootcause of an issue.Handling Goal setting for Floor, according to Service Level Agreements and Monitoring Symposium.Monitoring agent performance and share the feedback.Auditing the calls and share the feedback for how to develop the Call Quality & reduce the AHT.During low sale days need to motivate my team members to do good job.Preparing and sending daily reports, monthly reports to stakeholders.I need to Prepare Payout of the team.I need to Prepare Process Billing Report.

Bhubaneswar, Odisha, India

Achieving daily role and goal with the team by motivating & inspiring all the team members.Maintaining Break sheet.Maintaining hourly Revenue sheet to track the revenue hourly to plan and meet daily targets.Sharing information and Daily updates with the teamAssisting a team member whenever required.I need to lead them by the support of Team Leader.To come into office with proper grooming.Best Up seller in Orissa idea process Bhubaneswar continues for 16th months.Rewarded For Highest Revenue Achiever in Up Selling Process.Achieved as a Star performer of the month for Feb 2012 among Idea, Reliance & Aircel Process which is underADHAR Technologies Pvt Ltd.·Best Employee of Award in Idea Process.