Leading a Customer Service Unit (CSU) of 120+ Customer Experience Specialists and 12 Team Managers. Responsible for complete employee life cycle i.e. Recruitment; Hiring and Product Training; Job Role Assignment; Mentoring and Coaching; Performance Management; Career Progression; and Employee Separation & Termination.Providing insights and feedback to Team Managers to ensure that their teams achieve Compliance and Performance Targets. Delegation of, as well as following-up on, tasks and responsibilities assigned to team members to achieve optimum levels of Operational efficiency.Involved in resolving day-to-day conflicts and highlighting/improving procedural deficits (if any) to promote a process-driven yet motivated work environment.Responsibilities:- Ensuring team managers are achieving their weekly and monthly KPIs by holding up weekly performance review. - Participate in Recruitment process to ensure that the hired individuals are a good team fit / position fit and will be able to adapt to the dynamics of the Program.- Performance Management of assigned Team Managers through data analysis, individual feedback and weekly meetings using Tableau for current and historical data interpretation.- Highlight Process/Procedural hold ups to the Offshore Client and all stakeholders for necessary actions through JIRA platform. - Responsible for Co-coordinating with support departments (Work Force Management, HR, Recruitment, Quality Assurance, Compliance & Administration) for operational efficiency.- Planning and Implementation of Employee Retention Strategy to maintain Attrition under 5%. - Identifying cause of Production Hours Shrinkage and devising a plan to limit it under a benchmark of 5%. - Handling of all Front-line and High level Escalations.- Execution of Reward and Recognition Programs.

- Leading a team of claim specialists with the primary aim to achieve best service level of customer support.- Responsible for recruiting and retaining the employees. - Monitoring and auditing the daily, weekly and monthly performances posted by every team member to ensure compliance with standard operating procedures.- Ensuring maximum FCR and increased service levels throughout the production hours.- Training need anaylsis which helps T&D to design refresher sessions for the workforce. - Conducting weekly coaching and bi-monthly re-training sessions to improve performance with the help of monitoring and audit reports.- Processing historical KPI data to keep track of performance trends and generate reports.- Evaluating trend reports and net promoter feedback to suggest and implement changes in claim process and standard course of actions, aiming to improve overall customer experience.- Identifying and escalating inaccuracies/issues/glitches in Salesforce (CRM) to eliminate any possible delay in the claim process.- Planning up-selling/cross-selling strategies to increase sales during low-transaction season.- Responsible to engage employees in town hall meetings and healthy activities to boost motivation, loyalty and retention to improve on attrition.

- Resolving warranty claims that require critical decision while abiding with insurer compliance.- Responsible to retain accounts on board by handling their escalated concerns on priority. - Corresponding with concerned repair depot to find possibility of speeding up a repair in progress. - Assisting accounts department to expedite a delayed reimbursement to improve customer's experience. - Authorizing to re-route a shipment with the concerned delivery partner including FedEx, UPS and United States Post Service.- Supporting claims specialists with an alternate resolution on a claim which cannot be resolved by following standard course of action. - Ensuring the service level beyond 95% both as an individual and as a team member.- Recommending claims specialists to their reporting authority or to quality assurance for counselling, aiming to improve their soft & hard skills for best customer service experience. - Identifying a clerical mistake or a system issue to help making the claim process efficient and eliminate any delay in the standard turn around time.- Discovering and proposing new procedures to the operations aiming to maintain and achieve better service level.

- Responsible to meet monthly sales targets by generating potential sales leads of organizations in need of cost effective telecom solution.- Preparing sales presentation and business proposal to present and discuss in meeting with potential customers.- Extending support towards existing clients to resolve their service issues with their respective service provider and ensuring uninterrupted telecom services. - Preparing sales report to forecast upcoming sales after running market activities. - Responsible for developing strategies in order to generate recurring orders from existing client’s based on their requirements. - Sharing visibility reports to help our existing and non existing customers to compare their savings on telecom solution offered by Mhouse JLT.

- Prepare regular reports on expenses and office budget.- Process invoices and follow up with clients, vendors and partners.- Managing travel and accommodation arrangements.- Monitoring inventory and office supplies, placing order for re-stocking.- Organizing quarterly town hall meetings.- Provide administrative support during budget report preparation.- Establish, update and maintain office policies and procedures.

- Providing customer support by resolving customer's complaints regarding GSM service, Black Berry, EDGE USB modem.- Assisting customers with their queries through phone, email and live chat.- Conducting counseling sessions with junior executives in order to improve their communication and probing skills.- Subordinating Team Manager in preparing weekly team performance report.- Performing rotation duties at Ufone service center to maintain service level in busy season.

- Managing a team of sales executives to meet the monthly team targets.- Responsible for sales through telephone calls in U.S and U.K for several products such as; Mortgage, Credit cards, Satellite television decoder, Mobile phone contracts.- Helping junior sales executive to ensure maximum number of quality sales.- Generating leads from online phone directories.