Client Management- Participate in business leadership meetings- Develop and drive strategies and programs whichimprove the competitive position and profitability ofthe organization- Identify and eliminate root cause barriers to CSAT,Efficiency, TAT and Quality etcFinancial and Growth- Deliver on Financial goals for the business- Find opportunities for growth and deliver ongrowth commitments- Identify key cost metrics and ensure theyare optimized- Anticipate and plan for new business, plan fornew business based on work type and work volumeprojection and current available headcount andallocate responsibilitiesOperations Management- Manage workflows, handle customer concerns,proactively engage resources to address issuesand effectively delegate workload acrossleadership team- Drive creation of Staffing Plans, Quality Initiatives,Process change initiatives, Six Sigma processimprovementTeam Management- Set the vision, direction and culture for the teamby handling individual and team performance,expectations and goals- Handle career growth and development of theLeadership team- Play a meaningful role in building managementdepth by providing mentorship

• Responsible for the line of business which handles customer interactions both online and offline with the team of 80 agents and 5 Team Leads.• Responsible for major client reports, KPI Management, Client deliverables (RCAS, Market Views, Customer VOCS, Expert suggestions to enhance Customer Experience, etc.), Interaction with the Clients (Weekly/Quarterly/Yearly Reviews, Ad-hoc Sessions etc.) • Responsible for people management (R&R, Attrition, Employee Engagement plans).• Responsible for the grooming of future Leaders (Daily Supervisor Meet ups, Weekly Educational Learning Programs, Monthly reviews and discussions around the Performance Improvement.• Developed coaching and monitoring strategic to improve the performance of nesting agents, also to maintain the KPI numbers for tenure team members.• Worked hand in hand with Training and Quality Team to improve the performance of the team and maintain the LOB with Green numbers month on month.• Delivered improvement in operational processes and procedure to improve performance.• Pinpoint areas for service improvement and work with Manager Operations to deliver the improvement.• Developed processes to deliver pro-active response to critical inquires.• Ensuring KPI remains maintained and deliver highest number of customers services with good rating on customer satisfaction.

MANAGING PEOPLE- To interact with newly hired people in the program, training them towards their goal and helping them to achieve their target on weekly basis.- Training them to improve as per business requirements and set weekly targets for them and measure their improvement on daily basis.- Feedback and coaching sessions on customer relationship, sharing feedback of their calls and soft skill training for improvement.- Motivational sessions for newly hired agents, helping them to develop in the program and arranging quality and training sessions for them whenever required.- Manage shifts for people, their breaks and take supervisor calls.

My job responsibilities for this profile was take escalations cases, managers call, handling clients escalations and other escalations.Corporate customer cases and escalations.Training sessions for newly hired people, helping them to improve and making them familiar with the product and process.Awarded as Best employee of the month twice.