Team Lead
CurrentHandling a team for 3 Year Managing SLA for US Utility providers like Dish, COX, etc.Delivering and exceeding productivity by 120% month on month.Auditing agent calls for quality and feedback.Identify areas of improvement and help the bottom quartile improve.Offer insights on better workflow management.Flow and adhere to client-specific SOPs/SOWs and train teams on updates.Weekly, monthly, and quarterly assessments on performance, quality, and staffing parameters.Maintaining 5% shrinkage as per SLAs.Also adhering to all compliance and quality which should be 100% and not impact the agents incentive