• Trainings of new recruits• Client Coordination• Meeting Team KPIs• Performance Management• Conducting follow ups with weak performers• Appreciating top performers• Maximizing sales of the company• On call support• Closing of sales• Conflict Management

•To communicate the company’s vision, purpose, core values to the grass root level employees.•To implement the policies of company •To be able to handle employee concerns and provide conflict resolution. To address all employees’ grievances.•To ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.•To speak in an accent that is fully understood and appreciated by the consumer•To completely understand consumer language and accent and respond to his/her questions in the best possible manner•To converse in English that is error free in terms of grammar, comprehension, sentence construction and vocabulary.•To have extensive understanding of FAQs so ensure smooth delivery of information the consumer.•To have adequate product knowledge for onward transmission to the consumer to achieve maximum customer satisfaction.•To have extensive exposure to and first hand knowledge of the relevant culture names addresses and language.•To have knowledge regarding efficient usage of software for data entry and/or searching.•Product knowledge and FAQs.•Knowledge of the processes outlined for:o Case Handlingo Call backso Escalationso Forwardingo Reporting / Data Logging •To motivate the employees in order to meet all targets and create healthy competitive environment through recognition, guidance and incentive programs.•To create a sense of ownership among the employees.•Conduct weekly call monitoring and coaching of Customer Support Executives.•Team member’s development through additional training and goal setting as identified.•To make sure that the employees are following the schedule properly.•Maintain accurate agent performance stats and reports.•To identify and foresee problems in the existing system and come up with solutions and improvements in the system.•To improve and facilitate team work and coordination through effective communication

Worked as an operations supervisor in Mobilink Campaign and responsible for the following roles assigend by management :• Trainings of new recruits• Client Coordination• Meeting Team KPIs• Performance Management• Conducting follow ups with weak performers• Appreciating top performers• Maximizing sales of the company• On call support• Closing of sales• Conflict Management