Leading a team of 35 plus members and drove the performance of the Service Management Team.• Managed all operational metrics (AHT, Shrinkage, Quality scores, Maintaining SLA, CustomerSatisfaction, Etc).• Co-ordinating with the internal teams and support functions to make sure that the SLA is met.• Strong Rapport building skills with Team members, stakeholders, ensuring less attrition in the team.• Evolve more effective work process for improving customer interactions.• Constantly monitor & review performance metrics for achievement of objectives.• Effectively manage Contact Centre operations for constant performance achievements.• Conducted regular performance reviews within the span and with the reporting manager.• Identify relevant training needs of agents; ensure effective implementation.• Interface with IT/HR/ Training/Quality in order to improve the team's Performance.• Identify key talents within the span and groom them to the next level.

Knowledgeable supervisor with more than 5 years experience. Excels at problem solving, multi-tasking, and encouraging staff to complete their goals. Knowledgeable in providing friendly, thorough customer service to clients, employees, and fellow professionals. Managed all reporting including QA, productivity, and completion statuses. Provided administrative, clerical, and scheduling support to abstractions team. Ensured all deadlines were met by my team, made adjustments in staffing in order to meet those deadlines. Processed incoming records for upload. Conducting Calibrations with Stake holders to imrove the scores and also conducting Calibrations with Internal QAs and publish the reports.

Was handling calls regarding Large category products, where we used to connect with brands and get installation,uninstallation ofthe product post its delivered.

Identified social media trends and developments to influence PR strategies. Analyzed social media campaigns and activities for effectiveness and made recommendations for improvement to increase engagement.