Process: AT&T Yahoo DSL.Act as a bridge between the team & the ManagementOwnership for the team's overall performance.Attendance and attrition control of the team including Leave management.Use leave planner to structure the leave requirements of team members within the norms specified to meet SLA.Ensure Team Motivation/cohesiveness.Quality monitoring for the team on a daily basis to improve call quality as per parameters set by the client.Implement the policies, procedures, rules and regulations of the company including those relating to data privacy, data security and network usage.Meeting targets for both performance and productivity metrics.Build awareness of the company's growth and future plansImprove the caliber of the agents as well as their attitude and behavior by coaching and counseling.Mentoring and Performance improvements of Team membersIdentify and arrange for training of those agents who are below the required performance levels.Facilitate resolution of issues of team members relating to HR, admin, transport, accountsMonitor calls as per norms fixed from time to time and submit appropriate reports.Development of training handouts as a follow-up of POSE initiative and Top call analysis of failed interaction report and conduct tests.Formal coaching of every agent at least once in fifteen days. Ensure that the agent files are updated and kept current. Check for Tier 2 infractions on a daily basis and guiding team members properly. Dispute infractions if necessary.Handle the team during the break timings of TL, when the TL is away for any meetings or on leave.Provide technical training during low call volume periods.

Responsible for configuration and upgrades to routers/firewalls, network printers and other devices.Ensure timely user notification of maintenance requirements and effects on system availability.Windows Server OS installations, troubleshooting and routine updates.Responsible for maintaining the network by adding new host machines, administering security and Microsoft Outlook configurations for individual employees.Responsible for resolving network issues based on tickets raised on requests.Responsible for overall maintenance of hardware, routers and map the numbers of users and licenses for software used.Continuous health monitoring of all servers.Maintain inventory and inventory control of hardware, software, licenses, and appropriate documentation.Configuring Efficient Network routers, Making Small networks, Wireless Network and usage of a variety of tools for problem solving.

Process: MicrosoftTake ownership of customer inquiries and problems using Clarify.Ensure Response Time and Resolution time objectives are met.Maintain the highest level of technical expertise, soft-skills and phone etiquette skills.Cascade latest technical/product/process/tools related inputs from the client, (by Attending technical conference calls with the client), to other support Professionals.Aptly trained and updated in industry specific technology and in client's processes, applications/ utilities and products.Gather customer contact information and setting follow-up expectations.Interact with client for information/updates regarding client's products, client's process and client's applications/utilities. Escalate the call to the E-Team/Research Engineer if necessary to solve the issues.

Process: SBC Yahoo DSL.Consistent delivery of quality customer support. Transfer of cases to the appropriate department or Frontline Support Professionals.Provide help to the Support professionals so that they can resolve the customers issue in a fast and effective manner.Constantly update knowledge on the product.Reduce number of repeat callers, measured by the calls handled to new case created ratio by setting up follow up commitments and maintaining case ownership.