My name is Mayur Kumar, I completed my Bachelor's Degree in 2010 in Commerce. Subjects : Banking and Finance, Accounting and Economics. I have been associated with IBEX - TRG since 2014, I am currently working on a position as a Manager on Duty for the campaign SqaureTrade. As a Manager On Duty, my main tasks are to keep a check on voice and non voice (chat, Esupport back office) specialists. I have special command in Workforce management's softwares like Teleopti and Calabrio and Queues management software like InContact, Cisco Finesse and Cisco Unified. Along with that, my core responsibilities are shift management, real time analysis through Incontact, schedule planning, client management and site coordination with San Francisco, Orlando, Mexico, Jamaica, Philippines and Islamabad office. My client related reporting responsibilities are to direct co-ordinate with the campaign site director (only in cases of any site-wise downtime).Furthermore, as manager on duty my daily tasks are to monitor queue threshold, customer live chats threshold, agent scheduling, real time adherence, schedule planning and coding of QA, meetings, team huddles and training sessions. Along with that, I cater administrative issues, technical issues for system connectivity with direct coordination with IT. Also, preparing login reports, intraday day reports for queues threshold SLA, breaks and meal exceeding reports, and agents schedule adherence reports.
Listed skills include Management, Microsoft Office, Sales, Team Leadership, and 7 others.
