Managed a team of 10-30 people to ensure successful completion of daily tasks and activitiesDeveloped and implemented process improvement initiatives to enhance productivity and customer satisfactionConducted regular team meetings to review progress and provide guidance and supportMonitored team performance and provided feedback and coaching to ensure goals were metDeveloped and maintained relationships with customers and other stakeholders to ensure quality service deliveryDeveloped and maintained reports to track team performance and identify areas for improvementResolved customer complaints in a timely and effective mannerTrained and mentored new team members to ensure a smooth transition into their rolesskills experience: People managementControlling Attrition & ShrinkageCSAT/NPS/AHTSLAMan power calculationInbound/outbound/ B2B & B2CMs-Excel/power point/ Doc'sCustomer success escalation Handling