• Motivating the team and driving towards a high sense of satisfaction• Identify and work upon the action plan to improve CSAT scores• Ensuring implementation of quality system and maintain quality/system procedures• Review periodically performance (BSC) of teams from different internal processes and individuals especially recognition of best performers and coaching poor performers• Continuous improvement of service provided calls – weekly review• Counselling to team members… Show more • Motivating the team and driving towards a high sense of satisfaction• Identify and work upon the action plan to improve CSAT scores• Ensuring implementation of quality system and maintain quality/system procedures• Review periodically performance (BSC) of teams from different internal processes and individuals especially recognition of best performers and coaching poor performers• Continuous improvement of service provided calls – weekly review• Counselling to team members for performance and capability building in conformance with the goals• Resolve escalations arising out of feedbacks given by QA’s & process leads• Management of Shift leaders work schedule• Recommend Rewards and Recognition program for implementation• Supported beneficiaries by managing 25000 calls per day efficiently while maintaining professionalism and upbeat tone Show less

• Ensuring process ownership and service delivery• Conduct Macro Management that includes (leave management, coordination with Quality, Technology, Admin, HR)• Supervised operations team to support operational excellence and excellent customer service• Coordinated internal ISO audits and led remediation efforts for identified deficiencies• Identify process improvement and optimization opportunities• Successfully completing all the prescribed requirements of Lean Six Sigma… Show more • Ensuring process ownership and service delivery• Conduct Macro Management that includes (leave management, coordination with Quality, Technology, Admin, HR)• Supervised operations team to support operational excellence and excellent customer service• Coordinated internal ISO audits and led remediation efforts for identified deficiencies• Identify process improvement and optimization opportunities• Successfully completing all the prescribed requirements of Lean Six Sigma Green Belt Project to Improve in Valid Call % at Registration officer• Monitor employee/process performance and facilitate mid-year and end year Performance appraisals• Update Clients with scheduled reports on service delivery and overall performance.• Coordinated with State head in different operational issues and promotional activities Show less

• Trained team members on performance metrics and consumer behavior identification.• Created team rotations to man center effectively during peak hours• Oversaw employee performance to foster accurate prioritization and achievement and productivity goals• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement• Reduced personnel turnover by developing and implementing performance evaluations to support… Show more • Trained team members on performance metrics and consumer behavior identification.• Created team rotations to man center effectively during peak hours• Oversaw employee performance to foster accurate prioritization and achievement and productivity goals• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement• Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning• Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies• Executed Monthly Performance Plans with representatives to to identify production gaps• Prepared daily agent performance report and call report to assist senior leaders with key decision making and strategic operational planning• Collaborated with training team to maintain domain knowledge, product updated, special trainings and certification training initiatives• Developed various excel templates such as RTA, APR, Schedule Adherence etc. for daily management of Call Center• Conducted various training session to upskill the team members• Coordinating with HT team for Payroll process Show less

• Work in liaison with Technology, HR, Daily Operations, and Quality.• Contribution in designing training program and ensure delivery of the same• Maintain and deliver MIS/Reporting.• Comply ‘Time Bound’ Reporting for internal management and client• Perform Call monitoring • Conduct periodic appraisals, feedback and coaching • Participate and promote the organization’s vision policies and culture• Actively participate in the team meeting and issue management systems… Show more • Work in liaison with Technology, HR, Daily Operations, and Quality.• Contribution in designing training program and ensure delivery of the same• Maintain and deliver MIS/Reporting.• Comply ‘Time Bound’ Reporting for internal management and client• Perform Call monitoring • Conduct periodic appraisals, feedback and coaching • Participate and promote the organization’s vision policies and culture• Actively participate in the team meeting and issue management systems process• Proactively seek process improvement and innovation to enhance accuracy/productivity/service levels Show less

• Discovered areas of improvement by generating daily operational reports.• Enhanced operational efficiency and productivity by managing weekly schedule adherence reports• Monitored employees' day-to-day activities through real time queue monitoring and made plans to rectify issues resulting in revenue leakage.• Supervised employees on shift, overseeing efficiency of call handling and break management.• Interacted well with operations team to improve efficiency and… Show more • Discovered areas of improvement by generating daily operational reports.• Enhanced operational efficiency and productivity by managing weekly schedule adherence reports• Monitored employees' day-to-day activities through real time queue monitoring and made plans to rectify issues resulting in revenue leakage.• Supervised employees on shift, overseeing efficiency of call handling and break management.• Interacted well with operations team to improve efficiency and productivity.• Improved productivity while reducing staffing and operational costs.• Tracked and analyzed profitability and key metrics of the Centre to improve overall profitability. Show less