Rufus Chandran Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

• Monitor day-to-day operations of Team Leads• Oversee the implementation of corrective/preventive actions and/or quality procedures. • Drive software/tool automation/enhancements and successful implementation of new platform features that aid efficiency and automation.• Work with the Manager in planning business continuity, hiring and succession planning of the team.

Bengaluru Area, India

• People Manager with a span of 25-30 advisors and 2 Process Leads for UK client Waterplus.• Manage and optimise workflows through appropriate resource planning to ensure required client SLA are met.• Monitor breaches and complaints ensuring smooth functionality in accordance with procedures and service standards.• Co-ordinate with L&D team to determine appropriate up-skill of resources and deployment• Reporting on team performances and make appropriate course corrections to ensure optimal delivery from each team member• Responsible for ensuring all necessary downstream actions/measures are taken when required.• Prepare periodic and accurate MI reports for internal and external reporting purposes.• Lead on client calls to understand expectations and provide feedback. Primary SPOC for any escalations.

Bangalore, India

• Public Records Supervisor for US client Hireright.• Coaching/Mentoring team members. Deploying them based on their skill levels, monitoring their performance and support their development• Conduct weekly/monthly performance reviews with team members to assess and support team development• Career Development Plan for success of team members• Accountable for performance on absenteeism, attrition and business metrics• Adhere to Performance Management Guidelines to increase the efficiency of the process• Ensure planned and unplanned leaves are within specified targets• Capability to manage Line Adherence and Service Levels• Real Time management of performance

Bangalore

• In charge of handling customer escalations on issues related to customer service, client programs • Development of customer service skills of agents• Part of training responsibilities, including mentoring new hires and transition agents to the call floor• Monitoring day-to-day performance and quality parameter of agents as required by client

Bangalore, India

• Voice based technical troubleshooting of various AOL products and services• Handling Customer escalations