My expertise lies in designing and implementation Engagement and Retention strategy for my site1) Designing the Reward and Recognition module2) Employee well-being3) Employee lifecycle engagement4) Inclusion and Diversity5) Grievance Management6) Retention modules7) Performance Management

My key responsibilities would include:1) Onboarding Associate - New hire Induction2) Manage Back ground check3) Drive HR policies4) Employee Benefits program5) Grievance Management6) Payroll Management7) Full and final settlement for ex-employees

Providing HR overview during induction.Training Team Leaders on people management skills (controlling attrition and reducing shrinkage).Co-ordinate with the training team and ensure that all employees are covered under BGV. Engaging with the Operations Team to conduct R&R regularly to improve employee satisfaction and connect.Planning and organizing de-stress activities for employees (Yoga, Aerobics and other fun activities)Employee engagement surveySkip meetings/ one-on-one meetingsConduct the Rewards and recognition programsEmployee performance management systemVendor audits for labor law complianceEmployee exit process

Queue management.Manpower scheduling.Reviewing team and agent quality and metrics.Simultaneous coaching on live calls.Identifying and addressing agent's strengths and weaknesses.Weekly performance reviews and appraisal of agent improvements.Taking escalation calls from customers.Continuous training and re-training of agents, including calibration.Actual calibration with client representatives.Report-making and evaluationChat Migration from Onshore sites to Onshore sites in India

Conduct Product and Process Training sessions for new joiners Monitoring calls and providing feedback to customer service associates on a regular basis to identify and rectify performance gaps.Conducting Assessments for new hires Floor walk regularly to supervise, co-ordinate, and monitor the activities of advisors to ensure prompt, courteous and accurate response to customers.Identify training needs based on call monitoring

Have good communication skills and an ability to build rapport with customersAbility to remain calm under pressure and problem-solve accordingly Understand your customers’ needs, wants and expectations Top performer across the process from November 2006 to March 2007Nominated for the Client R&R – Won the best Employee from outsourced partners