Handle a team of 14 members in the retention SkillsetHandle customer escalation, responsible for performance improvement of advisors.Handling Performance Management (Appraisals) for Advisors.Make action plans for bottom quartile advisors & work towards improving their overall performance.Manage "Average handling time" (AHT) of advisors and provide necessary suggestions to improve the same.Manage SLA of the Skill-set.

Evaluate calls & coach advisors.Identify the areas of Improvements or opportunities for advisors & provide necessary coaching to advisorsIdentify "Training Need Analysis" (TNA's) for advisors, arrange for training refresher. Make a module for the training & conduct training for advisors identified as bottom quartile advisors.Support teams on the live floor & assist them with process related queries.Manage external & internal surveys for the skill set.Conduct Calibration sessions for the Team Leaders.Conduct Call listening activities to understand the pulse of the floor & identify areas of opportunities & suggest ways to improve customer experience.Mapping customer requirements and coordinating in developing and implementing processes in line with pre-set guidelines.Interfacing and coordinating with Quality Managers and CCM to ensure operational efficiency.Preparing Reports & other statements with a view to apprise management of the process operations and assist in critical decision-making process.