Responsibilities as a Group Leader; Managing and ensuring each team leader delivers at par with the KRA's set for them. Monitoring Team Leader performance, Set targets and make strategic decisions to achieve the process level SLA's.Audit mechanism in the form of monthly Skip Levels with the agent population and reviewing Team Leader Performance weekly by conducting 1 to 1's and give constructive feedback , Plan and set deliverables with each Team LeaderCheck compliance at Agent-Team Leader level to ensure adherence to set SOP's and policies across the process. Workforce Management:Client Communication and Liaison: Constantly communicating with the clients on updates and the promotions happening in the process.Roster Design - Catering to all aspects in terms of demographics and staffing pattern to optimize seat utilization and maximize productivityForecasting - Use historical data to allocate human resources and optimize Output.Responsibilities as a Team Leader:Coaching and Counseling: Provide performance feedback to team members through various counseling and coaching sessions. Conduct training on soft skills and escalation call technique to handle irate customers, on a regular basis. Assist training and identify training needs within the process and provide feedback. Conducting debrief sessions before and after the shift.SLA management: As a Team Leader I am responsible for the Key Deliverables for my team as well as process. Monitoring Daily Performance for my team in terms of SLA delivery, Quality, Attrition, and Shrinkage, Data Analysis and Reporting Escalations: Handling Client Level Escalations, Conducting Refreshers, Brainstorming Sessions with Agents for Process Improvement.Additional responsibilities as a Group LeaderI was also the Owner of the COOL GURU programme with 7 SME's under me. The process included handling end to end transition of certified associates from Training to Operations.

Maintaining Quality feedback reports which include the agent wise summary of the performance based on the parameters that are critical to Quality, which is helpful in further enhancing the performance of the agent.Daily, weekly and Monthly Feedbacks to the agents with reasons for the internal and external rejectsCoordinating with TL for adjusting the quality criterion if there is any change in client requirements. Responsible to allocate day to day work assignments to Quality Executives and Coach.Responsible for working closely with Internal Audit department and to ensure Quality parameters and procedures to be followed and adopted across organization based on certification standards.To be part of Internal Audits Team for conducting Audits across organization.Responsibility as a Team Leader for marketing process:To be a part of the operational round for the new hire, and agents who are confirmed after probation period.Managing a team of 60 Agents, and 3 SME's with 3 different processes. All these process up-sell VAS/data updation for Vodafone Telecom.Interaction with clients on different data and sharing of feedback as per client requirement.Performing penetration, analysis of data and sharing the feedback with client.Interaction with the SME's on a daily basis to check the productivity of all the agents' process specific.

Responsibility as a Call Center ExecutiveReporting to the team leader It is an inbound Call Center, my responsibility is to attend the phone calls and give the customers the information regarding roaming details, their current plans, bill explanation and giving them online resolutions etc.Providing information and maintaining customers relationsCoordinating with branches, DSA's and other internal departments. Achieve targets set by the team on month to month basis Taking Escalation / Sr. call and giving introduction of systems, evaluating and assisting new joiners and handling a team in non appearance of Team leadsWorked as Event Manager, conducting various events and persuade all team members to take part.Responsibility as a Quality LeaderHandling and training of quality auditors.Auditing calls and providing the necessary feedbacks to the agents.Preparation of the quality reports and classifying the agents in bands according to their scores, also a one to one session with the Band-C agents.Maintaining the quality scores in view with the other circles. Conducting a weekly product knowledge test for agents and sharing the reports with the operations teams. Interaction with external auditors (Seamless and Indica) for sharing the fortnightly reports.Responsibility as a Team leader for Vodafone Business Solution:This desk is doing activation, deactivation and giving resolution to customers who are using Vodafone solution services like Blackberry, Vodafone mail and connect and Data Card.Training all the agents with the different solution offered by Vodafone.Maintaining the SLA and ACHT for the team, preparing of DPR, monthly reviews including (DHR, up selling etc) and sharing it with OP's manager Preparing a daily activation of all business solution and discussing with business heads..