Harbinder Singh Ubhi Email & Phone Number

India

London, United Kingdom

Kolkata Area, India

Driving key parameters like Sales, CSAT, and FCRClient interaction for weekly, monthly and Quarterly reviewsDefect Analysis; Corrective Action Plan implementationDriving process compliance at site level. Conducting random audits to check for non-compliance. Ensuring that instances such as work avoidance, call avoidance, survey avoidance, customer negligence and other non compliant activities are dealt as per the Corrective action policy.To manage new hire training, On-Job Training programs, Strengthen the training delivery based on identified training needs.Revisit at existing functional training framework. Assess and modify it to address the business changes.

Kolkata, West Bengal, India

Assistant Manager- Telecom Operations

Kolkata Area, India

Responsible for managing a team of 18 comprising of front line Associates and Senior Associates and 2 Subject Matter Experts in providing technical support on Desktops products for Home and Home Office.Driving Key input Metrics that have an impact on Customer Satisfaction and Problem Resolution scoresMonitoring and analyzing team performance.Identifying the weak links in the team performance and making the action plan for the bottom performers.Acting as a Front line Manager to deal with issues, requirement and escalations at team level.Mentoring and coaching the team members as per their goals and objectives.Organize One-On-One sessions with the team to help them build a career path and providing constant feedback to achieve the required deliverables.