Team Leader OperationsHandling 20 customer care Executive.Take care of the Team Member Productivity & Quality.Call Monitoring and Tagging errors auditing of the Agent.Maintaining the Floor Discipline and control the AHT of the process..Monitor 3 calls, and record calls on each phone representative for coaching and training to provide excellentcustomer service. Updated tools for departmental use and developed guidelines for new procedures put in place, includingdepartmental process improvements.Performed monthly Quality Assurance on all staff to ensure all aspects of Service Excellence Program are metby analyzing trends and monthly results to determine additional training needs.Monitored and coached the team to successfully meet daily goals regarding Quality, Adherence.Maximized productivity by cross training CSR's to handle all inquiries to meet all daily cut off times.Prepared and analyzed internal and external quality reports for management staff reviewCoached, trained, motivated, and mentored a team.Provided primary training to new customer service team members.

Coached team members in customer service techniques, providing feedback and encouraging them to reach their highest sales potential.Established open and professional relationships with team members which helped resolve issues and conflicts quickly.Assessed workloads to meet seasonal fluctuation needs.Responsible for the team’s productivity, AHT and Quality.Team Attrition, forecasting and Control.Ensure that the team is motivated to give Quality output. Imparting regular refresher training for agents.Handling 20 customer care Executive.Take care of the Team Member Productivity & Quality.Call Monitoring and Tagging errors auditing of the Agent.Maintaining the Floor Discipline and control the AHT of the process..Monitor 3 calls, and record calls on each phone representative for coaching and training to provide excellentcustomer service. Updated tools for departmental use and developed guidelines for new procedures put in place, includingdepartmental process improvements.Performed monthly Quality Assurance on all staff to ensure all aspects of Service Excellence Program are met by analyzing trends and monthly results to determine additional training needs.Monitored and coached the team to successfully meet daily goals regarding Quality, Adherence.Maximized productivity by cross training CSR's to handle all inquiries to meet all daily cut off times.Prepared and analyzed internal and external quality reports for management staff reviewCoached, trained, motivated, and mentored a team.

Handling 25 sales Executive.Take care of the Team Member Productivity & Quality.Call Monitoring and Tagging errors auditing of the Agent.Maintaining the Floor Discipline and ACW.Monitor 3 calls, and record calls on each phone representative for coaching and training to provide excellentcustomer service. Updated tools for departmental use and developed guidelines for new procedures put in place, includingdepartmental process improvements.Performed monthly Quality Assurance on all staff to ensure all aspects of Service Excellence Program are metby analyzing trends and monthly results to determine additional training needs.Monitored and coached the team to successfully meet daily goals regarding Quality, Adherence.

Handling 15 sales Executive.Take care of the Team Member Productivity & Quality.Call Monitoring and Tagging errors auditing of the Agent.Maintaining the Floor Discipline and ACW.Lead Generation for Test Drive of Nisan &Datsun.Order List to be manage with the Deal sare Client.

Coaching and mentoring the team to take on higher responsibilities.Ensure that the team is motivated to give Quality output. Imparting regular refresher training.2nd Level Calls to be taken on Sales calls.Revenue to be generate with Associates of 1.5 LPM.Team Revenue to be achieved of 10-12 LPM for caller tune Airtel Prepaid MVC Customer.

Team Attrition, forecasting and Control.Ensure that the team is motivated to give Quality output. Imparting regular refresher training for new agents hitting the floor.Calibration with the quality team on the weekly basis.Arranging the motivational factor programs within the team. Direct Interaction with the clients with regards to the Product & Process.Taking calls for the second level escalation.Daily Collection and Retention Report to be shared with Team Members. & for managing irate.

Coached team members in customer service techniques, providing feedback and encouraging them to reach their highest sales potential.Established open and professional relationships with team members which helped resolve issues and conflicts quickly.Assessed workloads to meet seasonal fluctuation needs.Responsible for the team’s productivity, AHT and Quality.Team Attrition, forecasting and Control.Ensure that the team is motivated to give Quality output. Imparting regular refresher training for new agents hitting the floor.