Handling a team of 8 Team leaders and 120 Agents with all day to day activities. Handling client calls. Responsible for sending timely reports to management and also to clients. Auditing calls and majorly handling high level escalation calls if any. Responsible for scheduling and Roastering shifts for agents. Have to take of EWS (early warning system) to control the attrition. Weekly reviews with team leaders. Monthly meeting with Agents to understand the team issues. Monitoring the queu on daily basis to make sure that there are less number of call abondance and etc.

Have to handle the issues with the orders which are not processed online due to a technical error, payment info mismatch, financial agreement issues. Kind of a Second Level Order processing team. Also have a knowledge of Manual testing and Automation testing on tools like Quick Test Professional.