Manager (Operations) Microsoft 365 Consumer.
Current- Focused on driving the team towards achieving the set KPI as a team- Identify training needs for team members and drive execution with the training department- Weekly remote and live monitoring of agents’ interactions with customers to ensure compliance with standards outlined by the company.- Provide coaching & feedback to agents based on Quality evaluations, KPIs evaluation, Compliance , - - Adherence to company policies, Attitude and Career development.- Attending global… Show more - Focused on driving the team towards achieving the set KPI as a team- Identify training needs for team members and drive execution with the training department- Weekly remote and live monitoring of agents’ interactions with customers to ensure compliance with standards outlined by the company.- Provide coaching & feedback to agents based on Quality evaluations, KPIs evaluation, Compliance , - - Adherence to company policies, Attitude and Career development.- Attending global and local meetings to review operations and draw up strategy using SWOT analysis and effective action plans.- Representing the company at sessions with client (Microsoft) to review performance, business strategy and weekly client WBR.- Monthly 1-1 session with the Advocates to chat development path and revise strategy. Having a meaningful conversation with a stated action plan.- Identify and groom talents for different technical and management positions. (Succession plan).- Analyze Customer feedback and took actions to drive customer satisfaction- Participates in reviewing processes and workflow to diagnose areas for improvement. Managing the queue and ensuring adherence to all Aux codes so as to minimize CWT (Customer Wait Time).- Coordinate technical escalations from customers and ensure prompt resolution and engage dissatisfied customers to win them back and ensure 100% satisfaction.- Participates in the interviewing process and on-boarding proficient Advocates newly joining the team Show less
