 Managing US and Canada card dialers for Collections, ensuring smooth call flows for off-shore sites. Doing research work in order to identify amoralities in dialer behavior. Training fellow executives on efficient handling of calls and meeting set targets. Identify/analyze the training and development needs of the staff and offer appropriate solutions. Effectively handle teams and execute various training and cross-training batches. Acquire and update procedures related to the process. Coach and develop team members and provide ongoing feedback. Planning training schedules and monitoring the quality of work on a regular basis, meeting specific deadlines. Mentor and assist other executives in procedural and call handling queries enabling them skills to deal with irate/upset customers tactfully and create goodwill for the bank. Handling Calls from managers in the Business Area (off shore sites). Maintaining the MI Reports for the team regularly. Manage the team in my manager’s (AMO’s) absence. Preparing and updating “Connecting Cultures” banner on behalf of the process to facilitate a better cross-cultural understanding. Regularly maintain Minutes of the Meeting for daily hurdles and Team Meetings. Trained to deliver Quality Service to existing customers and achieve targets set by the company.