In my current profile I am handling a team of 120 FTEs with Seven eam Leaders ( Social Media escalation, IB , Chat )? Key Functions:? Managing the performance functions such as, Meeting the SLA?s, staffing, training and expanding business plans.? Driven the Operations team effectively to Achieve given targets ? Generated and analyzed required reports to improve maximum profit to the company. ? Communicated with the support team and implemented the organization?s operational guidelines, standards and policies.? Monitored and managed operational activities ? Directed the Operations Team operational risks, financial aspects ? Driven the quality team effectively to maintain excellent outputs from each associates.? Documented and prepared reports on management and information systems; presented same to manager.? Investigated and resolved Operational/Performance issues and handled all queries and client feedback in a professional manner.? ? Staffing Contributions:? Designed and coordinated training programs for employees in order to enhance work efficiency ? Conducted training sessions and workshops to improve the workforce and productivity of the firm.

In my current profile I am handling a team of 100 FTEs for 2 processes, E-commerce NDTV (Escalation, Social Media, IB, OB, E-mail,Chat ), Telecom ( Pan India Inbound & outbound)