Team Management & Quality Assurance: Oversaw Support Specialists and SMEs, conducted quality checks, developed and reviewed performance reports using analytical tools. Identified improvement areas, provided feedback, and implemented strategies to enhance performance and achieve objectives.Resource & Cost Forecasting: Forecasted resource and cost allocation for both existing and new processes, ensuring optimal resource utilization.Performance Metrics Management: Maintained key… Show more Team Management & Quality Assurance: Oversaw Support Specialists and SMEs, conducted quality checks, developed and reviewed performance reports using analytical tools. Identified improvement areas, provided feedback, and implemented strategies to enhance performance and achieve objectives.Resource & Cost Forecasting: Forecasted resource and cost allocation for both existing and new processes, ensuring optimal resource utilization.Performance Metrics Management: Maintained key team statistics (CSAT, FCR, AHT, Quality), assessed customer feedback, and provided critical feedback to associates to drive higher service levels and support metrics.Client & SLA Management: Set and managed client expectations, tracked SLA adherence, and drove process metrics in alignment with Service Level Agreements.Schedule Adherence & People Metrics: Monitored associates' schedule adherence, managed attrition and absenteeism, and implemented strategies to address these metrics effectively.Team Development: Provided direction through coaching, motivation, and training, ensuring team members meet performance goals and contribute to customer support expectations.Client Relations & Issue Resolution: Acted as the primary point of contact for client grievances, engaged resources to address issues, and effectively delegated workload to enhance client business improvement strategies.Performance Optimization: Ensured contact center associates performed against targets, reviewed their performance, and delivered targeted coaching and training to drive achievement of performance goals. Show less

Handling a team of FTE and Vendor resources located in both local and remote locations. Responsible for managing vendor relationships with regards to daily operational needs. Participating in Area resource and capacity planning processes, analyze skill gaps and develop plans to re-skill or adjust resource levels to drive technical and professional role readiness across the team. Providing regular feedback to employees on quality, timeliness, customer and team impact. Conducts… Show more Handling a team of FTE and Vendor resources located in both local and remote locations. Responsible for managing vendor relationships with regards to daily operational needs. Participating in Area resource and capacity planning processes, analyze skill gaps and develop plans to re-skill or adjust resource levels to drive technical and professional role readiness across the team. Providing regular feedback to employees on quality, timeliness, customer and team impact. Conducts performance review (twice a year), including managing promotions, good attrition and bad attrition. Continuously collecting employee feedback from stakeholders. Providing personalized learning/development roadmap through coaching/mentoring and training based on feedbacks. Effectively manage team conflicts and demonstrate quick and sound decision making capabilities to maintain a good team health Managing vendor performance on a regular basis as per agreed SLA’s. Making sure vendors are delivering as per the agreed standards. Proven successful cross-collaboration skills with an emphasis on proactively building and retaining ongoing, product team relationships. Provides compelling business rationale for Business Groups, Product Groups, SMEs, etc. to engage and successfully collaborate to resolve customer and partner issues. Contributes ideas to operational process improvements and other procedures of the team goals which results in improved quality, efficiency, expediency and advocacy. Positively influences external customer satisfaction and retention by receiving and effectively managing complex, mission-critical or politically sensitive customer escalations from various areas within Microsoft- including all executive offices. Demonstrates problem-solving abilities, particularly when confronted with time-sensitive and ambiguous issues that require collaborative evaluation & resolution. Show less

Managed and coached teams of highly-skilled (Customer Service/ Sales team/ Tier II Technical Support) Engineers for Microsoft Services via Sitel. Team Performance on core KPI metrics consistently ranked in top-half to top-quarter account-wide, month-over-month across all client accounts managed, particularly in the areas of QA, CSAT, AHT, Sales Conversion % and FCR. Prepared team report, development strategies and other documents for team management. Preparing attrition… Show more Managed and coached teams of highly-skilled (Customer Service/ Sales team/ Tier II Technical Support) Engineers for Microsoft Services via Sitel. Team Performance on core KPI metrics consistently ranked in top-half to top-quarter account-wide, month-over-month across all client accounts managed, particularly in the areas of QA, CSAT, AHT, Sales Conversion % and FCR. Prepared team report, development strategies and other documents for team management. Preparing attrition report on a weekly basis and uploading the outcome based on the performance and one on one meeting Taking one to one feedbacks sessions on creating their development plans/appraisals and making sure the improvement or enhancement in their performance is visible. Responsible for handling business critical escalations for Microsoft – Customer and Partners Advocacy team APGC region. Engaging with the customers and Microsoft corporate support teams/TAM’s to make sure that the issue is addressed and resolved on priority as per the defined process and TAT. Acting as a front end liaison for the customers and Microsoft Global escalation team/manager. Analyzing trends, developing report with the inputs, completing the root cause analysis along with business justification and presenting it to the Service Delivery teams. Following up with the Point of Contact at Microsoft for any exceptions required after the approval of the business impact and justification from Microsoft. Show less