Team ManagementDriving productivity and quality within the team. Prioritization of assigned task.Mentoring & Coaching Senior Associates to ensure career advancements. Providing Appraisal feedback to the team on monthly and yearly basis.Drive numbers, quality and timeline metrics within the teamManaging work load within the team and other location to ensure work completion with desired quality and turnaround time.Generate, maintain, review and update daily dashboard, MIS and reports.Communication of client/ process updates to the team.Providing hands-on assistance to the team in case of issues.Leave, shift and break management of the team. Process improvements Continually reviewing all assigned processes in order to identify opportunities for quality and process design improvement.Continuous Improvement in Productivity to the standards prescribed.Review and control CTQ and NCTQ errorsUpdating training modules to ensure efficient process training. Other activitiesMaintain the agreed SLA as per the standards.Record and identify process improvement opportunities and communicate feedback to manager.Coordinating micro levels affairs with all locations and support departments. Calculating downtime for loss in production.Identified and set quality team, created quality metrics to audit quality of an internal process.Cleared backlog of 900 + reports within desired quality and timelines.

Handling inbound calls with compliance to procedures and policies Processing of credit requests.Compliance to QA, C-SAT, T-BASS, HOC and AHT norms.Continuous improvement in productivity, quality and accuracy.Buddy training for new joiners, handling escalationsGenerating MIS and Analytics, managing break schedule for the teamMaintain and sharing daily process updated list with the team.Conducted process training with Team Leader for new hires. Calibrated by Team leads to monitor calls on Quality metrics

Handling inbound calls from US and Canada with compliance to procedures and policies Processing of order requests.Compliance to QA and AHT norms.Conducting update brief and de-briefs with the team. Generating break time sheet for the teamUp selling and processing new product requests.Handling escalations in absence of Team Coach / Lead for new joinersResolving Customer complaints.Achieving and maintaining SLAs, goals and objects.