Handling a team of Human Resource Coordinators(HRC’s)Managing Process Leads and Assistant Managers.Preparing, Reviewing & Presenting WBR, MBR and QBR to the stakeholders/Clients.Managing mutiple teams with different workflows.Calibrating with Quality, Training, BI and operations for smooth operations and process enhancements.Conducting1-1’s with HRC’s, process leads, Senior process leads and Assistant managers.Performing RCA’s on escalations through different methodologies.

Worked with Genpact India as a Front Line Manager (Management Trainee) into Service Delivery from Feb 2017 to Dec 2020• Managing teams into (voice & Non Voice), for a Market leading Client.• Conducting Weekly WPEP (Weekly Performance Enhancement Plan) and providing effective feedback.• Working directly with the Knowledge Metric Analysts to improve metrics and performance• Attend client calls to understand the changes & discussing challenges and finding solutions• Arranging and analyzing data to identify key areas to improve customer satisfaction• Attend Leadership training for self-development and knowledge enhancement• Weekly & Monthly Review about the team performance• Successfully launched 2 pilot projects from base lining to process live end to end.• Spear head in effectively influence and communicate cross-functionally with all levels of management.• Part of hiring into operations finalizing candidates for process through operations round.• Handling Attrition, Shrinkage, Compliance, Quality, Csat, AHT, CPD, RR, SRR and Productivity for the team.• Conducting 1-1 every month on the monthly ratings and discussing about career growth and opportunities.

Worked with GENPACT IT Services from July 2012 to August 2015 as a process Developer.

Worked with DELL Technical Support from March 2011 to July 2012 as a Resolution Expert.

Worked as a Customer Service Professional with SITEL India Technical Support from August 2009 to December 2010 and below is the precise job description.