Vikash Narwal 🥈🇮🇳 Email & Phone Number

Gurugram, Hr, In

Gurgaon, Haryana, India

- Monitoring overall functioning of process, identifying improvement areas & implementing adequate measures.- Managing SME/QA and their respective teams and responsible for the overall personnel, performance, and discipline of the assigned team members.- Deliver desired SLAs and meet/over achieve performance expectations as per defined scorecards.- Manage the shift/queue as Duty Manager and monitor queue to provide desired productivity and effective call handling.- Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction.- Establish & Manage Relationships / Engagement with the Clients.- Oversight of team organizes resources, sets goals, carries out strategy from executives and client on a day to day basis.- To ensure team members achieve agreed standards in relation to their job assignments.- To ensure training of new staff on the corporate policy rules to be adhered to.- To monitor and document work schedule of staff and absences, etc.