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.

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

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