Pradeep K Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

• Motivates them to achieve the team’ SLA KRA and Closer• Consistently achieves all KPI's and SLA's set by the management with strict adherence to Quality parameters.• Coordinates the activities of customer service associates to prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.• Prioritize and assign work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.• Organizes training programs/ refresher courses for the associates. Appraises them on their performance and provides regular feedback. Manages the performance appraisal process for the entire team every month.•Interacts with other departments like HR, cx success and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.• Conducts skip level meetings• Generates and updates various reports like performance reports, evaluation reports, issue logs, attendance etc.• Coordinates call calibration with the Executive and the QA team• Initiates and administers the rewards and recognition program for the team.• Organizes the monthly team outings in coordination with the associates and the team members.• Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs achievement.

Bengaluru, Karnataka, India

Responsibilities:  Maintaining of all Team reports & sending it to the management team on daily basis. Manage Team Performance & Conduct periodic reviews. Preparing & presenting MBR presentations to internal Management. Preparing roster based on call arrival pattern & Real Time dive on AHT. Tracking and analyzing Individual and Team performance using Score Cards and Incentivizing them based on certain criteria. Manage the process as per the agreed KPI’s. Responsible for key Quality R & P metrics like C-SAT, Call Quality. Coaching and developing for individual and team performance. Maintain the agent’s attendance for the process.

Bengaluru, Karnataka

Responsibilities:  Quality monitoring, feed-backs & people management. Helping customers to troubleshoot their issues. Monitoring the Queue with live barging. Controlling AHT, briefing agent on daily basis. Support worker communication with the management team. Reviews meeting, R-SAT and C-SAT at per score call audit. Audit call as per team leader parameter. Real time monitoring of call queue & Break Management.

Mysore, Karnataka, India

Responsibilities: * Handling outbound tele calling activity for Airtel Dongle and Post-paid plans.* Reporting daily achievements to Team lead.

Bachelor Of Science - Bs, Microbiology, General, 89%

Education record