 Handling a team of 25 + which includes Consultants and SME Handled Transition to different Location during outsourcing of the entire Support function Capacity Planning was done to ensure the Service Level does not drop below acceptable thresholds during transition Responsible for day to day production, delivery and exceed the agreed SLA’s. Implementation of procedures for optimum seller experience as per guidelines. To drive process improvements in productivity, quality and compliance across teams. Attrition management (Retention) To ensure all processes are efficient, effective and appropriate to support service delivery. Accountable for Service levels and other operations metric which includes S SAT, AHT, FCR, Quality, login hours, break adherence, etc. Accountable for ensuring continuous process improvement and empowering service delivery team to provide above par excellence in service. Responsible for reviewing and evaluating reports on service performance and achievements on a regular basis. Mapping organizational requirements for developing and implementing new processes.

 Leading a team, utilizing available resources to deliver high quality service in accordance with agreed service standards. Have worked with Inbound, Return management team and Order management with a team size varying from 15 to 100. Implement processes between order Management, client service and distribution center lead teams and Support Clients to ensure Customer Satisfaction. Recognize and determine trends in problem occurrence or workflow and implement contingency procedures. Handling large spans like 50-70 associates & SME’s. Handling escalation calls, call drops, client call backs, analysis of call flow, production flow and day-to-day activities. To control and plan absenteeism, attrition team wise thus leading to the process level. Establish and implement the basic quality and continuous improvement framework for the team and process. Direct Root Cause /System Analysis for domestic aftermarket clients to reduce late delivery rate of material orders, improving deliveries by 17%. Preparing various reports at team & process level (appraisals, monthly review, quality & performance reports). Meet up regularly with other departments Quality team, Employee Engagement team, HR, Training teams etc., to get the best of them for process and ensure the same is implemented for the benefit of the program. Responsible for the quality SLA and implement corrective action and preventive action. End to end accountability on service level management. Planning timetables for delivery. Overseeing the arrival of stock and shipments. Managing stock levels across the whole supply chain. Knowledge of managing returns and rejections professionally & promptly with suppliers Providing accurate routing information to ensure that delivery times and locations are coordinated.