• Manage and supervise a team of IT professionals in their day to day operations as well as training exercises• Delegating tasks and setting deadlines for internal team• Oversee day-to-day operation• Training and mentoring team members on their incidents• Prepare reports on open incidents and drive the team in closing backlogs• Be the first point of contact to handle escalations• Act as an account manager for designated accounts• Monitor team performance and report on metrics• Discover training needs and provide coaching• Listen to team members’ feedback and resolve any issues or conflicts• Recognize high performance and reward accomplishments• Encourage creativity and risk-taking• Suggest and organize team-building activities

 Handle Technical escalations for Enterprise customers of HPE  Responsible to meet C-Sat and NPS defined by the company Mentor a team of 24 Level1 Technical associates To ensure that SLA of the process is met on daily basis Drive the team for first call resolution and diagnosis accuracy Monitor calls and provide feedback to associates on areas or improvement Devising and establishing process quality procedures, standards and specifications Report to top management on the performance of the QMS (e.g., results of quality audits and TNI) Working together with project leaders to discuss solutions on technical/process related issues Refer to internal database or external resources to provide accurate tech solutions Prepare training material, SOP’s and Knowledge based articles  Prioritize and manage open cases Prepare daily, weekly and monthly performance dashboard on Process KPI Document technical knowledge in the form of notes and manuals Investigating and diagnosing by collecting IT usage stats, making recommendations for improving the company's IT systems and carrying out routine configuration and installation of IT solutions.

 Provide support to end users through forum for an e-learning platform Address technical and content related issue  Escalate cases to corresponding teams for quick resolution and meet the agreed SLA Highlight areas of improvement to the management and client on timely basis Prepare weekly and monthly performance dashboards

 Conduct End to end process trainings for new hires on Soft Skills, inbound, outbound, Chat and email support for call center executives and middle management along with certifications  Maximizes call center representative’s effectiveness by providing systematic training on products, services. Effectively use different skills like communication, troubleshooting, resolve problems and provide positive customer experience to potential customer base and improve CSAT Call monitoring and sharing feedback. Designing training sessions from RCA of call listening activities and customer feedback. Assist in defining the Quality auditing methodologies and quality control standards. Liaising with the operations team and HR to determine training needs and schedule training sessions  Review customer satisfaction responses and provide necessary feedback to management. Ensure customer follow-up on calls or surveys that warrant management attention Determining appropriate metrics to measure the effectiveness of the training process and to ensure that knowledge is transferred effectively as well as ensuring the compliance of training activities for all personnel Provide ongoing monitoring and evaluation of the quality of inbound and outbound calls, emails, and chats to ensure standards and policies are followed fully Developing and deploying content in the LMS to support the business needs of the site including SOP quizzes and e-learning modules.  Identify calls that may require additional coaching or training, and work with the management team to coordinate coaching and feedback efforts. Collaborate effectively with Operations teams, trainers, subject matter experts (SMEs) and members of the Knowledge Management and Program teams to support new products, features, and services. Distribute weekly and monthly trend reports to management teams for coaching, feedback and to assist in meeting business goals and objectives

• Weekly review with client to provide then feedback on scores cards and how to improve the call quality score.• Deploying quality initiatives, structuring quality approach towards process improvement.• Review the current policies and improvise plans to improve upon the existing quality standards• Responsible for Managing Quality Assurance in Contact Centers and maintain highest standards.• Explain/document the processes required for Team to perform given responsibilities.• Define the knowledge, skills and abilities required for trainees to perform given responsibilities as requested.• Work with team to develop audit standards for transactions and data.• Design and perform organizational change management activities, such as documentation, training, sessions.• Review, revise, recommend, and document new business processes, procedures, and set ups. • Ensured strong relations with Business partners to understand Technology with focus on delivering business solutions.