Responsibilities:· Managing the team of 25-30 people.· Tracking daily logins and daily performance and Planning for weekly goals.· Handling escalations of customer related to the desktop and laptops· Managing escalated concern of the customers over the social media.· Satisfying business needs within the limits of company policies.· Supporting team with their problems and understanding their circumstances.· Supporting team to troubleshoot the issue over the remote access on live scenarios.· Providing resolution of escalated queries within company limit.· Team huddle sessions for daily updates and Inventory management for the team.· Monthly Calibration and Leadership calls.Other responsibilities· Preparing dashboards for weekly Audits and Compliance· Data Governance· Analysis on surveys· Handling OJT batches on floor· Preparing fliers· Live call barging· Dip checks· Quality sessions of BQs· Certification of new batches and arranging refresher sessions· Assigning weekly and monthly targets to the team· One on One discussion with the FLE’s· Preparing shift roster for the team (Weekly).

· Helping customer to troubleshoot the issue with the cable, internet & phone.· Maintaining C-Sat score for each month’s target.· Dual chat handling at a time.· Helping customer to provide support to their satisfaction level.· Pitching for sales for home security.· Floor support.· Handling irate customer over the chat.

Work Overview (KRA’s)· Managing 3 Territory [Himachal Pradesh, Tricity (Punjab, Haryana & Chandigarh) and Uttrakhand.· Managing the team of 8 people located in different states.· Preparing of daily sales report from the different location.· Visiting different location to appoint distributer for the business· Preparing presentation of sales quarterly.· Helping associates to create lead generation.· Planning & developing of sales lead· Arranging meetup with local engineers for product feedback and new product launch ceremony.· Visiting resellers for the feedback and new product placements.

Work Overview (KRA’s)· Managing the team of 10 people· Managing Social Media accounts· Managing Daily Monitory transactions· Daily Task Schedules· Creating applications for fund raising· Creating pamphlets for the promotions· Preparing data for presentation· Meeting locals for data analysis· Managing social accounts for orphanage / hospital