Sushmita Chatterjee Email & Phone Number

Hyderabad, Telangana, India

Enthusiastic and results-oriented Team Leader with a proven track record of fostering collaboration, driving productivity, and achieving team goals. Skilled in providing coaching, mentorship, and strategic direction to empower individuals and unlock their full potential. Passionate about building positive team cultures that value open communication and continuous learning.*Lead and motivate a team of 20 professionals to achieve set objectives and deliver high-quality work.*Foster a collaborative and supportive work environment that promotes open communication and problem-solving.*Develop and implement strategies to enhance team performance and efficiency.*Delegate tasks effectively, ensuring clear ownership and accountability.*Provide ongoing coaching, mentorship, and performance feedback to team members to support their professional growth.*Identify and address performance issues, taking corrective action when necessary.*Manage team resources effectively, including budget and workload.*Escalate issues and roadblocks to senior management for resolution.*Stay informed of industry trends and best practices to implement continuous improvement within the team.

Hyderabad, Telangana, India

*Handled a team of ~20-40 support associates for Quality Metric*Develop a sound knowledge of products, process/workflows, key business drivers*Identify the KRA (Key Result Area) and KPI (Key Performance Indicator) for the Teams*Provided direction and guidance to the team. This helps associates to better understand their deliverable and team achieving their set goals*Monitor and evaluate metrics, identifying required actions necessary to achieve service level and quality targets, maximize the first-time resolution, and minimize customer complaints, transfers, and escalation.*Monitor to ensure positive customer experience and provide direct feedback on observed performance.*Conduct Team huddles, refreshers and ensure all the process updates are shared with the team on a timely basis*Identifying Outliers / BQ associates and conducting regular one on one session to understand their concerns related to performance, process understanding, workflows and help them improve their performance and productivity*Training needs identifications (TNI) - Identify training needs of the team and liaison with the training team to schedule training*Ensuring team bonding and team interaction to avoid attrition happening on the grounds of dissatisfaction in the team.*Collect feedback from the team about product, process, workflows and customer insights and work backward with the leadership to carry out improvements

Kolkata, West Bengal, India