Narayan K Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru Area, India

Bengaluru Area, India

• Span of Control 25-30 engineers.• Work Closely with EMEA PS CSS & Customers to deliver excellent Customer Experience & Operational Efficiency• Demonstrate in-depth Technical/Process capabilities and professional knowledge• Ability to quickly assimilate to Process change/new knowledge, remain current on new developments/Latest Process updates• Lead planning and review meetings• Involvement in Projects & Programs and participating in the analysis/implementation of business strategies• Work on ADHOC projects which falls in line with the charter of the contact center teams.• Provides Early Warnings of product quality issues with data analysis and reporting by using the DOA & EMT data.• Accountable for NPI rollout for the team and L1 Lab engagement.• Resource Management and People Engagement.• Career planning, coaching and new hire management.• Drive Employee engagement across teams.Performance Management• Set team goals to achieve organizational objectives.• Guide, coach and lead the team based on their performance and conduct annual reviews and appraisals • Motivate the team to take initiatives for process improvement and analysisPlanning and Business Management• Understand client requirement and expectations.• Identify service improvement areas and drive process improvement.• Tactical management of Service Levels• Manage scheduling and process adherence

Bengaluru Area, India

Key Responsibilities• Span of Control 12-15 engineers.• Ensure Call Quality for the process and efficient Coaching and feedback sessions• Generate daily reports on key metrics (End to End Customer Experience / Diagnosis accuracy along with Remote Centre Turn Around Time)• Driving metrics in the process by Daily Review and providing coaching and feedback sessions• Initiate external and internal calibrations, to be on the same page of the monitoring system.Performance Management• Set team goals to achieve organizational objectives.• Guide, coach and lead the team based on their performance. • Motivate the team to take initiatives for process improvement and analysisPlanning and Business Management• Understand client requirement and expectations.• Identify service improvement areas and drive process improvement.• Tactical management of Service Levels• Manage scheduling and process adherence

Bengaluru Area, India

Key Responsibilities• Provide assistance to ASP/Reseller/CE Assist/LAC over phone on Notebook, Desktop, Workstation, Thin Clients & Neoware, Point of Sale and Management & Virtualization Software.• Handled demanding customers to manage Hotsheet cases.• Handled consulting calls from front line teams regarding hardware, software or process queries handling AMS customers.• Provided New Hire and Refresher training during the tenure to more than 3 batches.• Worked with GCC engineers to solve complex issues on the above mentioned products/technologies.• Hosting and organizing the weekly technical calibration call with the PSG Region team, GSCB, GSCD and GSC Tunisia

Bengaluru Area, India

Key Responsibilities• Provide best in class support to the customers over phone on HP notebooks and accessories• Provide help to customers on RAID, HP Protect tools, Windows OS.• Meet efficiency and customer experience metrics by providing the right and fast solution to the customers.