• Handling team of 10-12 people.• Providing feedback to the team members.• Maintaining the quality of the process on daily basis.• Marinating the SLA of the DEL/REM TKT and insuring not to miss any TKT SLA.• Coordinating with client on daily related to process updated.• Maintaining the same/next day orders are processed by EOD.• Maintaining the team target in absence of any of the team member.• Motivate team to time to time and provide the feedback if needed.• Motivate team to achieve their production and accuracy target.• Maintaining and creating new documents for new joiners and train them for the process.• Making plan for the volume and make team to be available to achieve the team monthly target.• Helping team and making them clear on process update.• Sending BOD and EOD report on daily. • Handling PQC call from onshore if we have something to discuss related to quality• Always approaching for process betterment and try to enhance the team for new project.• Communicating to onshore every day and getting their confirmation on daily target.• Maintaining my process counts as well as team counts.• Creating process related documents and making to insure to be followed SOP by team• Assigning the volume and prioritize the work according to the volume if needed than make team available to work extra hour or cut the short break so the volume can be achieved.

• Giving Briefings on daily basis and debriefing.• Ensuring 100% Quality and Customer satisfaction.• Coordinate with the operations and ensure that trainings are conducted.• Conducting monthly Job knowledge test for the agents (JKQ).• Evaluate instructor performance and the effectiveness of training programs, providing recommendations for improvement.• Interacting with the clients for any clarifications on product and process.• Give training to new joiners and get them certified for the process.• Audit the call on daily base and share the feedback with manager and associate.• Give to mock call training before the certification.• Give to mock call training before the certification.• Greet, address and thank customers in friendly and professional manner.• Work within various teams to ensure outstanding customer service• Maintain broad knowledge of customer products and services.• Deliver prompt and professional solutions for customer inquiries via direct contact, phone, email, online chat etc.• Maintain and update customer documentation as needed.• Process and track customer claims to ensure claims are resolved timely.• Maintain Process Quality and AHT• Maintain repeat percentage of customer.