Managing leadership role efficiently, handling a team of 16 members who are responsible for handling real time customer's request. The team is the first point of contact to the customer, thereby also responsible in meeting the SLA.The team was awarded Best team of the Quarter and also recognised as best team in CSAT for 8 consecutive months.I was also responsible for doing audit and giving realtime feedback to the team members. I was also doing the productivity report, SLA report, CSAT report and sharing the same with the team members and also with the management on a daily basis.