Process: Bank BazarProducts Handled: Credit Card Leads generations for Bank Bazaar⭐ Managing operations comprising of 120+ FTE, 5TLs & 1 AM.✔ Performance Management:Conducted regular reviews about KPI to identify improvement areas and develop actionable plans, enhancing overall team performance.✔Operations Supervision:Supervised staff to ensure compliance with policies, fostering a culture of accountability and high performance.✔Process Improvement:Developed and implemented systems to enhance operational quality and efficiency, leading to increased profitability and streamlined operations.✔Team Empowerment:Encouraged employee ownership of responsibilities, resulting in improved performance outcomes and accountability.✔Quality Control:Established quality control systems that improved product consistency and reliability, supporting the organization's reputation for excellence.✔Safety and Compliance:Identified and resolved unsafe or ineffective practices, ensuring a safe work environment.✔Employee Retention:Enhanced employee retention rates by creating a positive work environment and providing professional growth opportunities.✔Business Continuity Planning:Developed contingency plans to maintain operations during unforeseen disruptions.✔Talent Development:Assisted in recruiting, hiring, and training team members, focusing on building a skilled and dedicated workforce.✔Attendance Management:Monitored employee attendance and punctuality, addressing issues promptly to promote accountability.✔Mentorship and Development:Identified individual strengths and initiated mentorship programs to foster skill development and address areas of weakness.

Process : Uco BankProducts Handled: Uco Bank Phone banking, Outbound & Email Services. Soft Payment Reminder Calls⭐Managing multiple location phone banking operations comprising of 75+ FTE, 5TLs & 1 QA.✔ SLA Management, Billing, Profitability, Client Relationships and business scalability

Process: Uco Bank & AnanyaProducts Handled: Uco Bank Phone Banking Customer service & Outbound Healthcare Campaign in the State Of Bihar.⭐Managing operations comprising of 60+ FTE, 3TLs & 1 QA✔ SLA Management, Billing, Profitability, Client Relationships, Survey Campaign for Govt Projects

Process: SBIProducts Handled: State Bank of India Phone Banking.⭐Managing 20+ FTE & Care bay (Quality BQ)✔ Maintain self KPI like AHT, Attrition, Shrinkage. Login Hour.✔ Ensure achieving Quality target based on the business requirement.✔ Ensure agents are delivering individual targets and KPI by review on a regular basis.✔ Monthly review and feedback sharing.✔ Publish team performance report on regular basis.

Process: TTSL Docomo & UninorProducts Handled: Docomo Prepaid Process of Orissa circle. Earlier with Uninor Orissa Process.⭐Managing 25+ FTE✔ Maintain self KPI like AHT, Attrition, Shrinkage. Login Hour, CSAT, Quality.✔ Doing RTA as required.

Process: Aircel Pvt. Ltd.Products Handled: Handing Aircel Prepaid Process of West Bengal Circle.⭐Managing 20+ FTE✔ Maintain Team Leader self KPI like AHT, Attrition, Shrinkage. Login Hour, CSAT